date:20130118

Good morning listers,


I am able to create a Service Request by sending an email to
SRM:RequestInterface_Create.


However, it creates only the Service Request, not the corresponding
incident.


When I look at said Service Request record, the status is set to “Draft”.


If I change the status to “Planning”  save, the incident is created.


Is there a value or keyword I can include in the email so the incident is
automatically created?


SRM 7.6, ITSM 7.5

Thanks!

-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Web Service question

Hi All  TGIF,

If I add a field on a form, and then add the field to the web service is the 
field immediately available for use? Or is it similar to email templates where 
the email engine only checks every 30 minutes for changes? If so what is the 
default interval? Any way to speed that up?

ARS 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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privileged, confidential, or otherwise protected from disclosure. Distribution 
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SRM:RequestInterface_Create Question

Sorry everyone for posting this without a subject line. I blame it on the
weather.

We got our first snow of the winter last night (almost 2 inches!)  that
always sets our hearts  minds aflutter here in North Carolina.


On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca boy...@wfu.edu wrote:

 Good morning listers,


 I am able to create a Service Request by sending an email to
 SRM:RequestInterface_Create.


 However, it creates only the Service Request, not the corresponding
 incident.


 When I look at said Service Request record, the status is set to “Draft”.


 If I change the status to “Planning”  save, the incident is created.


 Is there a value or keyword I can include in the email so the incident is
 automatically created?


 SRM 7.6, ITSM 7.5

 Thanks!

 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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Where the Answers Are, and have been for 20 years

Re: SRM:RequestInterface_Create Question

Rebecca, did you try setting the Status field on the Interface form to
Pending or In Progress?


On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca boy...@wfu.edu wrote:

 **
 Sorry everyone for posting this without a subject line. I blame it on the
 weather.

 We got our first snow of the winter last night (almost 2 inches!)  that
 always sets our hearts  minds aflutter here in North Carolina.


 On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca boy...@wfu.edu wrote:

 Good morning listers,


 I am able to create a Service Request by sending an email to
 SRM:RequestInterface_Create.


 However, it creates only the Service Request, not the corresponding
 incident.


 When I look at said Service Request record, the status is set to “Draft”.


 If I change the status to “Planning”  save, the incident is created.


 Is there a value or keyword I can include in the email so the incident is
 automatically created?


 SRM 7.6, ITSM 7.5

 Thanks!

 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_




-- 
*Tauf Chowdhury

*

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Re: Mobile Approvals

2013-01-18 Thread Shawn Scutchings

Thanks for the input everyone. How about http://mobilereach.com/, anyone have 
any experience with them?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, January 18, 2013 7:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mobile Approvals

**
I implemented a custom bit of code to do email-based approvals which seems to 
be the best fit since it doesn't require VPN type of connectivity from the 
mobile device.  It took me about one work day to create and it's pretty simple 
workflow even to validate the approver whether they are the requested approver 
or an alternate.  Basically, I created a custom form to update the approvals, 
and built email templates that are triggered by MAILTO hyperlinks on a custom 
configured version of the outgoing Change approval emails.  Setting up the 
email engine to receive emails took more time to get working (and don't forget 
to make sure it is configured to match email addresses to users in the system 
so they don't have to pass any credentials in the email.)

I believe BMC made something similar in 8.0 although I've only seen a little 
bit of it but that may be your best bet if you are on or planning to be on 8.0 
anyway.  If not, a good developer can quickly build something to handle it 
similarly to what I did above.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shawn Scutchings
Sent: Thursday, January 17, 2013 12:47 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Mobile Approvals

**
Hello,

My management has expressed interest in being able to do 
approvals, SRM and Change, on their mobile devices. I know BMC offers some 
mobile solutions for this but was wondering if there were any other products 
out there that could facilitate this. Any opinions and or experiences with any 
mobile solutions would be appreciated.

Thanks

Shawn Scutchings | ITSM
Phone: (780) 644-3160 |Fax: (780) 638-5948
Email:shawn.scutchi...@gov.ab.ca
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Re: SRM:RequestInterface_Create Question

2013-01-18 Thread Roger J

It would be easier to create an Incident that will create the SR.

-Original Message-
From: Tauf Chowdhury taufc...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Fri, Jan 18, 2013 12:58 pm
Subject: Re: SRM:RequestInterface_Create Question

**
Rebecca, did you try setting the Status field on the Interface form to Pending 
or In Progress? 

On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca boy...@wfu.edu wrote:

**
Sorry everyone for posting this without a subject line. I blame it on the 
weather.

We got our first snow of the winter last night (almost 2 inches!)  that always 
sets our hearts  minds aflutter here in North Carolina.

On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca boy...@wfu.edu wrote:

Good morning listers,

I am able to create a Service Request by sending an email 
toSRM:RequestInterface_Create.

However, it creates only the Service Request, not thecorresponding incident. 

When I look at said Service Request record, the status is setto “Draft”. 

If I change the status to “Planning”  save, theincident is created.

Is there a value or keyword I can include in the email so the incident 
isautomatically created?

SRM 7.6, ITSM 7.5

Thanks!

-- 
Rebecca Boyd
Application Administrator
Wake Forest University

-- 
Rebecca Boyd
Application Administrator
Wake Forest University
_ARSlist: Where the Answers Are and have been for 20 years_

-- 
Tauf Chowdhury

_ARSlist: Where the Answers Are and have been for 20 years_

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Where the Answers Are, and have been for 20 years

Re: SRM:RequestInterface_Create Question

I just tried that  it still created the Service Request in draft status :(

On Fri, Jan 18, 2013 at 12:58 PM, Tauf Chowdhury taufc...@gmail.com wrote:

 **
 Rebecca, did you try setting the Status field on the Interface form to
 Pending or In Progress?


 On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca boy...@wfu.edu wrote:

 **
 Sorry everyone for posting this without a subject line. I blame it on the
 weather.

 We got our first snow of the winter last night (almost 2 inches!)  that
 always sets our hearts  minds aflutter here in North Carolina.


 On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca boy...@wfu.edu wrote:

 Good morning listers,


 I am able to create a Service Request by sending an email to
 SRM:RequestInterface_Create.


 However, it creates only the Service Request, not the corresponding
 incident.


 When I look at said Service Request record, the status is set to
 “Draft”.


 If I change the status to “Planning”  save, the incident is created.


 Is there a value or keyword I can include in the email so the incident
 is automatically created?


 SRM 7.6, ITSM 7.5

 Thanks!

 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_




 --
 *Tauf Chowdhury

 *
 _ARSlist: Where the Answers Are and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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Where the Answers Are, and have been for 20 years

Re: SRM:RequestInterface_Create Question

I need to have more than one incident created, just like the SRD does.

On Fri, Jan 18, 2013 at 1:05 PM, Roger J rjust2...@aol.com wrote:

 **
 It would be easier to create an Incident that will create the SR.
  -Original Message-
 From: Tauf Chowdhury taufc...@gmail.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Fri, Jan 18, 2013 12:58 pm
 Subject: Re: SRM:RequestInterface_Create Question

  **
 Rebecca, did you try setting the Status field on the Interface form to
 Pending or In Progress?

 On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca boy...@wfu.edu wrote:

 **
 Sorry everyone for posting this without a subject line. I blame it on the
 weather.

 We got our first snow of the winter last night (almost 2 inches!)  that
 always sets our hearts  minds aflutter here in North Carolina.

 On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca boy...@wfu.edu wrote:

 Good morning listers,

  I am able to create a Service Request by sending an email to
 SRM:RequestInterface_Create.

  However, it creates only the Service Request, not the corresponding
 incident.

  When I look at said Service Request record, the status is set to
 “Draft”.

  If I change the status to “Planning”  save, the incident is created.

  Is there a value or keyword I can include in the email so the incident
 is automatically created?

  SRM 7.6, ITSM 7.5

 Thanks!

 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University

 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_

 --
 *Tauf Chowdhury

 *
 _ARSlist: Where the Answers Are and have been for 20 years_
  _ARSlist: Where the Answers Are and have been for 20 years_

-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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Where the Answers Are, and have been for 20 years

Re: SRM:RequestInterface_Create Question

Hi Rebecca,

Log onto the client and create a record in the SRM:RequestInterface_Create with 
the same information as the template. Run filter logging to capture the 
activity and then look for the filter that is setting the status to draft. The 
run if qualification or filter actions should tell you why this is happening. 
Might take some digging to get to the answer.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca
Sent: Friday, January 18, 2013 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM:RequestInterface_Create Question

** I just tried that  it still created the Service Request in draft status :(
On Fri, Jan 18, 2013 at 12:58 PM, Tauf Chowdhury 
taufc...@gmail.commailto:taufc...@gmail.com wrote:
**
Rebecca, did you try setting the Status field on the Interface form to Pending 
or In Progress?

On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca 
boy...@wfu.edumailto:boy...@wfu.edu wrote:
**
Sorry everyone for posting this without a subject line. I blame it on the 
weather.

We got our first snow of the winter last night (almost 2 inches!)  that always 
sets our hearts  minds aflutter here in North Carolina.

On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca 
boy...@wfu.edumailto:boy...@wfu.edu wrote:
Good morning listers,

I am able to create a Service Request by sending an email to 
SRM:RequestInterface_Create.

However, it creates only the Service Request, not the corresponding incident.

When I look at said Service Request record, the status is set to Draft.

If I change the status to Planning  save, the incident is created.

Is there a value or keyword I can include in the email so the incident is 
automatically created?

SRM 7.6, ITSM 7.5

Thanks!

--
Rebecca Boyd
Application Administrator
Wake Forest University



--
Rebecca Boyd
Application Administrator
Wake Forest University
_ARSlist: Where the Answers Are and have been for 20 years_



--
Tauf Chowdhury
_ARSlist: Where the Answers Are and have been for 20 years_



--
Rebecca Boyd
Application Administrator
Wake Forest University
_ARSlist: Where the Answers Are and have been for 20 years_


This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Re: SRM:RequestInterface_Create Question

2013-01-18 Thread Ratliff, Jameka L CIV USARMY INSCOM (US)

You mean figure it out for myself? The old fashioned way? Oh cruel, cruel
world...

On Fri, Jan 18, 2013 at 1:20 PM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 Hi Rebecca,

 ** **

 Log onto the client and create a record in the SRM:RequestInterface_Create
 with the same information as the template. Run filter logging to capture
 the activity and then look for the filter that is setting the status to
 draft. The run if qualification or filter actions should tell you why this
 is happening. Might take some digging to get to the answer.

 ** **

 Mark

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
 *Sent:* Friday, January 18, 2013 1:17 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM:RequestInterface_Create Question

 ** **

 ** I just tried that  it still created the Service Request in draft
 status :(

 On Fri, Jan 18, 2013 at 12:58 PM, Tauf Chowdhury taufc...@gmail.com
 wrote:

 ** 

 Rebecca, did you try setting the Status field on the Interface form to
 Pending or In Progress? 

 ** **

 On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca boy...@wfu.edu wrote:***
 *

 **
 Sorry everyone for posting this without a subject line. I blame it on the
 weather.

 We got our first snow of the winter last night (almost 2 inches!)  that
 always sets our hearts  minds aflutter here in North Carolina.


 On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca boy...@wfu.edu wrote:***
 *

 Good morning listers,

 ** **

 I am able to create a Service Request by sending an email to
 SRM:RequestInterface_Create.

 ** **

 However, it creates only the Service Request, not the corresponding
 incident. 

 ** **

 When I look at said Service Request record, the status is set to “Draft”.
 

 ** **

 If I change the status to “Planning”  save, the incident is created.

 ** **

 Is there a value or keyword I can include in the email so the incident is
 automatically created?

 ** **

 SRM 7.6, ITSM 7.5


 Thanks!

 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_ 




 --
 *Tauf Chowdhury*

 _ARSlist: Where the Answers Are and have been for 20 years_ 




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_ 

 --
 This e-mail is the property of NaviSite, Inc. It is intended only for the
 person or entity to which it is addressed and may contain information that
 is privileged, confidential, or otherwise protected from disclosure.
 Distribution or copying of this e-mail, or the information contained
 herein, to anyone other than the intended recipient is prohibited.
  _ARSlist: Where the Answers Are and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Moving from ARS 7.6.03 to 7.6.04 (UNCLASSIFIED)

Classification: UNCLASSIFIED
Caveats: My Default Caveat

Good day all,

My organization is currently using ARS 7.6.03.  We recently set up a new
environment with 7.6.04.  I'm fairly new to this application, and would like
to know the best method of moving/creating accounts on the new system,
initially and new people?  Most people will only require access to SRM and
Knowledge.

The previous admin created records for the support personnel prior to my
arrival.  We are not moving over any tickets.  Any insight is appreciated.

ITSM 7.6.04 SP 3

v/r,

Jameka Ratliff

Classification: UNCLASSIFIED
Caveats: My Default Caveat



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smime.p7s
Description: S/MIME cryptographic signature

Re: SRM:RequestInterface_Create Question

Rebecca,
I see there's this filter on the interface form which pushes to
SRM:Request: SRM:SRI:CreateRequest_100_CreateRequest`!
I am looking at a 7.6.04 environment. I see that it is pushing the 'Status'
field from the interface form to the srm:request form. Is it doing the same
for you?


On Fri, Jan 18, 2013 at 1:25 PM, Boyd, Rebecca boy...@wfu.edu wrote:

 ** You mean figure it out for myself? The old fashioned way? Oh cruel,
 cruel world...


 On Fri, Jan 18, 2013 at 1:20 PM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 Hi Rebecca,

 ** **

 Log onto the client and create a record in the
 SRM:RequestInterface_Create with the same information as the template. Run
 filter logging to capture the activity and then look for the filter that is
 setting the status to draft. The run if qualification or filter actions
 should tell you why this is happening. Might take some digging to get to
 the answer.

 ** **

 Mark

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
 *Sent:* Friday, January 18, 2013 1:17 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM:RequestInterface_Create Question

 ** **

 ** I just tried that  it still created the Service Request in draft
 status :(

 On Fri, Jan 18, 2013 at 12:58 PM, Tauf Chowdhury taufc...@gmail.com
 wrote:

 ** 

 Rebecca, did you try setting the Status field on the Interface form to
 Pending or In Progress? 

 ** **

 On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca boy...@wfu.edu wrote:**
 **

 **
 Sorry everyone for posting this without a subject line. I blame it on the
 weather.

 We got our first snow of the winter last night (almost 2 inches!)  that
 always sets our hearts  minds aflutter here in North Carolina.


 On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca boy...@wfu.edu wrote:**
 **

 Good morning listers,

 ** **

 I am able to create a Service Request by sending an email to
 SRM:RequestInterface_Create.

 ** **

 However, it creates only the Service Request, not the corresponding
 incident. 

 ** **

 When I look at said Service Request record, the status is set to “Draft”.
 

 ** **

 If I change the status to “Planning”  save, the incident is created.

 ** **

 Is there a value or keyword I can include in the email so the incident is
 automatically created?

 ** **

 SRM 7.6, ITSM 7.5


 Thanks!

 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_ 




 --
 *Tauf Chowdhury*

 _ARSlist: Where the Answers Are and have been for 20 years_ 




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_ 

 --
 This e-mail is the property of NaviSite, Inc. It is intended only for the
 person or entity to which it is addressed and may contain information that
 is privileged, confidential, or otherwise protected from disclosure.
 Distribution or copying of this e-mail, or the information contained
 herein, to anyone other than the intended recipient is prohibited.
  _ARSlist: Where the Answers Are and have been for 20 years_




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_




-- 
*Tauf Chowdhury

*

___
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Application service takes a loooong time to start

2013-01-18 Thread Schryver, Curt

When we try to manually start the Application service on our Development 
machine (see specs below), we get an error that it took too long.  The status 
says Starting instead of Started.  If we wait about 15 minutes and refresh, 
it will most likely (but not definitely) says Started.  In the past, it would 
start within 30 seconds of us telling it to.  Besides the usual Microsoft 
patches and basic server upkeep, I don't think anything has changed in nearly a 
year.  We DID recently install a second Dev server that will eventually be part 
of a server group (services aren't running, but machines share the DB) and many 
pieces of the ITSM suite (used to be mostly homegrown).  Our form count went 
from just under 800 to a little over 3,000.  Is this a normal reaction to the 
addition of so many forms (and baggage)?  The addition of a server?  Our 
primary concern is bogging down our QA and Production environments when we do 
the same installs there.  Any and all advice appreciated.

Application server
VM
Windows Server 2008 R2 Standard 64-bit
Intel Xeon 2 processors 2.9GHz
4GB RAM
Running Ver 7.6.4.2

Database server
VM
Windows 2008 64 bit
Oracle 11g R2- 64bit
Curt A. Schryver
Action Request System Administrator
TE Connectivity
717-810-2109 tel
717-810-2124 fax
cschry...@te.com
100 AMP Drive
MS 161-043
Harrisburg, PA 17105


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Re: Application service takes a loooong time to start

Curt,
With ITSM and all the apps such as Service Desk, Change, SRM, RKM, and
sitting on Oracle, 12-15 minutes is within the range that I've seen. There
are some tuning you can do on both the DB and AR side that you should look
into like setting the Cursor Sharing to FORCE, and making sure you have
sized the Oracle log files correctly.


On Fri, Jan 18, 2013 at 1:44 PM, Schryver, Curt cschry...@te.com wrote:

 **

 When we try to manually start the Application service on our Development
 machine (see specs below), we get an error that it took too long.  The
 status says “Starting” instead of “Started.”  If we wait about 15 minutes
 and refresh, it will most likely (but not definitely) says “Started.”  In
 the past, it would start within 30 seconds of us telling it to.  Besides
 the usual Microsoft patches and basic server upkeep, I don’t think anything
 has changed in nearly a year.  We DID recently install a second Dev server
 that will eventually be part of a server group (services aren’t running,
 but machines share the DB) and many pieces of the ITSM suite (used to be
 mostly homegrown).  Our form count went from just under 800 to a little
 over 3,000.  Is this a normal reaction to the addition of so many forms
 (and baggage)?  The addition of a server?  Our primary concern is bogging
 down our QA and Production environments when we do the same installs
 there.  Any and all advice appreciated.

 ** **

 *Application server*

 VM

 Windows Server 2008 R2 Standard 64-bit

 Intel Xeon 2 processors 2.9GHz

 4GB RAM

 Running Ver 7.6.4.2

 ** **

 *Database server*

 VM

 Windows 2008 64 bit

 Oracle 11g R2- 64bit

 *Curt A. Schryver
 **Action Request System* Administrator
 TE Connectivity
 717-810-2109 tel
 717-810-2124 fax
 *cschry...@te.com*

 100 AMP Drive
 MS 161-043
 Harrisburg, PA 17105

 ** **
 _ARSlist: Where the Answers Are and have been for 20 years_




-- 
*Tauf Chowdhury

*

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Re: Moving from ARS 7.6.03 to 7.6.04 (UNCLASSIFIED)

2013-01-18 Thread Easter, David

Moving from AR System 7.6.03 to 7.6.04 is a maintenance level upgrade, so it 
should not be too much effort.

If you'd like to also take advantage of overlays, you may want to schedule in a 
little extra time to get it over with in preparation for future upgrades, but 
it's optional until you upgrade again.

Sounds like you may be asking about upgrading the applications as well.  There 
is a white paper up on upgrading that can be found here:

BMC Remedy IT Service Management Suite 7.6.04 Service Pack 2 Upgrade Procedures 
and Guidelines White Paper
https://docs.bmc.com/docs/download/attachments/165478929/ARS_UpgradeProceduresAndGuidelinesSP2TB_7604.pdf


-David J. Easter
Manager of Product Management, AR System
BSM  Atrium Solutions Management
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ratliff, Jameka L CIV USARMY INSCOM 
(US)
Sent: Friday, January 18, 2013 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Moving from ARS 7.6.03 to 7.6.04 (UNCLASSIFIED)

Classification: UNCLASSIFIED
Caveats: My Default Caveat

Good day all,

My organization is currently using ARS 7.6.03.  We recently set up a new
environment with 7.6.04.  I'm fairly new to this application, and would like
to know the best method of moving/creating accounts on the new system,
initially and new people?  Most people will only require access to SRM and
Knowledge.

The previous admin created records for the support personnel prior to my
arrival.  We are not moving over any tickets.  Any insight is appreciated.

ITSM 7.6.04 SP 3

v/r,

Jameka Ratliff

Classification: UNCLASSIFIED
Caveats: My Default Caveat



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Re: Moving from ARS 7.6.03 to 7.6.04 (UNCLASSIFIED)

I still have to snicker at the maintenance level upgrade bit. I mean,
7.6.04 introduces true load balancing between the mid tier and AR. To use
this feature, you would need to reconfigure your load balancer etc.. To me,
that's not maintenance level. Also, the consoles changed visually in ITSM
as well as the introduction of the navigation bar. Maybe just my opinion,
but those things alone disqualify .04 as just a maintenance version. You
shouldn't be introducing brand new functionality in a maintenance version
release.

On Fri, Jan 18, 2013 at 2:13 PM, Easter, David david_eas...@bmc.com wrote:

Moving from AR System 7.6.03 to 7.6.04 is a maintenance level upgrade, so
it should not be too much effort.

If you'd like to also take advantage of overlays, you may want to schedule
in a little extra time to get it over with in preparation for future
upgrades, but it's optional until you upgrade again.

Sounds like you may be asking about upgrading the applications as well.
There is a white paper up on upgrading that can be found here:

BMC Remedy IT Service Management Suite 7.6.04 Service Pack 2 Upgrade
Procedures and Guidelines White Paper

https://docs.bmc.com/docs/download/attachments/165478929/ARS_UpgradeProceduresAndGuidelinesSP2TB_7604.pdf

-David J. Easter
Manager of Product Management, AR System
BSM Atrium Solutions Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc. My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Ratliff, Jameka L CIV USARMY INSCOM (US)
Sent: Friday, January 18, 2013 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Moving from ARS 7.6.03 to 7.6.04 (UNCLASSIFIED)

Classification: UNCLASSIFIED
Caveats: My Default Caveat

Good day all,

My organization is currently using ARS 7.6.03. We recently set up a new
environment with 7.6.04. I'm fairly new to this application, and would
like
to know the best method of moving/creating accounts on the new system,
initially and new people? Most people will only require access to SRM and
Knowledge.

The previous admin created records for the support personnel prior to my
arrival. We are not moving over any tickets. Any insight is appreciated.

ITSM 7.6.04 SP 3

v/r,

Jameka Ratliff

Classification: UNCLASSIFIED
Caveats: My Default Caveat

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--
*Tauf Chowdhury

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Re: Web Service question

 

Mark,

 

Amen to TGIF! I may go glacier climbing this weekend!

 

Web services are serviced through the mid tier and require a reload of the
mid-tier cache in order for the Mid-Tier to recognize that change.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Web Service question

 

Hi All  TGIF,

 

If I add a field on a form, and then add the field to the web service is the
field immediately available for use? Or is it similar to email templates
where the email engine only checks every 30 minutes for changes? If so what
is the default interval? Any way to speed that up?

 

ARS 7.6.04 SP3

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Knowledge Management 7.6.4 license?

2013-01-18 Thread Howard Richter

David,

Thanks for information. In all of my years of working with BMC/Remedy, the
sales bundles have always confused me and they seem to always change.

Thanks again and have a great weekend,

Howard

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Thursday, January 17, 2013 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Knowledge Management 7.6.4 license?

You're mixing sales bundles with technical licenses.  

The Knowledge Management Specialist user bundle contained the entitlement to
perform RKM administrator and analysis on RKM 7.5 and earlier.  It had a
pre-requisite of owning the Service Management Specialist license user
bundle which contained the entitlement to SRM as an administrator/analyst as
well as the AR System user license (and entitlement to use it).

The RKM Specialist user bundle was made obsolete with the release of 7.6.0x.
In 7.6.0x, the RKM user bundle described below is what powers and entitles
the use of Remedy Knowledge Management 7.6.0x and later. 

-David J. Easter
Manager of Product Management, AR System BSM  Atrium Solutions Management
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard's Gmail
Sent: Wednesday, January 16, 2013 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Knowledge Management 7.6.4 license?

David

Thanks. I guess my confusion is the old version of RKM and the current one.
I saw that we own 7 of something called a knowledge management specialist
floating add on license.

So I am trying to understand what licenses (other then AR or ITSM) are
needed for the 5 different roles that use 7.6.4 RKM.

For example does the knowledge viewer part of this RKM bundle?

I tried to find some doc that spells this out, but with no luck. So I you
know of something please point it out.

Take care and thanks

Hbr

Sent from one of Howard's iPads

On Jan 16, 2013, at 2:57 PM, Easter, David david_eas...@bmc.com wrote:

 Hi Howard,
 
  No user licenses come with the module.  User capacity is purchased
separately from the application.
 
  It is not correct to say the RKM User licenses are paper - they are not.
You require an AR System user license to be able to perform administration
or analyst functions within RKM.  This is what is included with the RKM User
bundle.  Purchase of the RKM User bundle provides legal enablement to use
the AR System User license to perform those actions within RKM.
 
  It is correct that because RKM shares the same user licenses as AR System
that a unique RKM user license is not tracked within, for example, the
License Usage Report.  There is not currently a convenient method to
determine which users allocated an AR System user license are using RKM and
which are not.  Some customers have enabled auditing on key RKM forms to
track when a user utilizes the RKM product - and this can be used for
internal confirmation that the application is being used.
 
  The Self-Service End User license is paper - but is needed to provide
legal enablement to end users using read licenses to access either SRM or
RKM.
 
 -David J. Easter
 Manager of Product Management, AR System BSM  Atrium Solutions 
 Management BMC Software, Inc.
  
 The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - 
 Atlanta)
 Sent: Wednesday, January 16, 2013 10:38 AM
 To: arslist@ARSLIST.ORG
 Subject: Knowledge Management 7.6.4 license?
 
 Good morning, afternoon and evening all,
 
 I think that RKM 7.6.4 uses paper licenses, but I was wondering how many
came with the module.
 
 Also am I correct that it is a paper license and if so how can one keep
track of the usage?
 
 As always take care and thanks,
 
 Howard
 
 Sent from one of Howard's iPads
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Re: Problem testing a WSDL using soapUI...

Fred,

Thank you for your time. I appreciate it.

I think you might be right about it being a possible bug. I have created
WS's in the past and had never had a problem with using them and I'm pretty
sure at least some of the forms I had created a WS for in the past had
defaults that were $KEYWORD's$ and not a literal string type default.

I cleared the DefaultValue values last night (as it obviously doesn't seem
to like it) but have not had a chance to test it yet.

I am on 7.6.04 SP3 as well.

If anyone on lower SP's and/or lower versions (7.6.03, 7.5., 7.0 or lower)
test this to see if a new WS that is created stores the $KEYWORD$ value in
the DefaultValue attribute of the element corresponding to the field having
that default?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, January 18, 2013 9:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Problem testing a WSDL using soapUI...

I would take them off of the Web Service defaults.  The Web Service defaults
are separate from the form defaults so you don't need them in the service.  

Personally I think that is a bug (What version are you on?).  I just created
one on my 7.6.04 SP3 and it did the same thing.  I don't remember earlier
versions of Developer Studio (or the Admin tool) pulling the form defaults
into the web service.  I normally create a schema and use that when creating
the web service (as mine are never as simple as a straight form web
service).

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, January 17, 2013 9:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem testing a WSDL using soapUI...

Thank you Fred,

Thanks for that tip about names of elements. You were bang on the buck on
that one. I didn't know elements HAD to be named with a character.

I renamed the elements and that worked so to keep the element name
consistent with the database names of the field it is mapped to, I renamed
the fields as well.

So that problem of the element name of the attachment fields has gone away.

As for the defaults, I have them on the form, and the XML Properties of the
element in the WSDL automatically has picked that up in the Value part of
the DefaultValue property of the element when mapped to the ARS Field. Do I
have to escape the $ when my WSDL picks up the keyword defined on the form
as the default?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, January 17, 2013 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Problem testing a WSDL using soapUI...

I thought the XML standard wants the names of the elements to start with a
letter.

As for the default values ... Where do you have them specified.  The ARS
values should not be in the WSDL definition, they should be on the Form
instead.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, January 16, 2013 7:48 PM
To: arslist@ARSLIST.ORG
Subject: Problem testing a WSDL using soapUI...

I get errors when testing a WSDL using soapUI while trying to load the WSDL
into soapUI itself.

As a result I can't even get beyond that point. I have obscured the server
names to protect the data of the customer. It appears as though there is a
problem with attachment fields created on an AR form, as well as keywords
used as defaults for some of the fields as defaults ($TIMESTAMP$, $DATE$ and
$TIME$) when loading the WSDL into soapUI.

Source:
http://***wsvc01/arsys/WSDL/public/***rem01/INT_ACS_BizTalkToFFADire
ct
Error: The value '2MBAttachment01_attachmentName' is an invalid name.

Source:
http://***wsvc01/arsys/WSDL/public/***rem01/INT_ACS_BizTalkToFFADire
ct
Error: The value '2MBAttachment01_attachmentData' is an invalid name.

Source:
http://***wsvc01/arsys/WSDL/public/***rem01/INT_ACS_BizTalkToFFADire
ct
Error: The value '2MBAttachment01_attachmentOrigSize' is an invalid name.

Source:
http://***wsvc01/arsys/WSDL/public/***rem01/INT_ACS_BizTalkToFFADire
ct
Error: The value '2MBAttachment02_attachmentName' is an invalid name.

Source:
http://***wsvc01/arsys/WSDL/public/***rem01/INT_ACS_BizTalkToFFADire
ct
Error: The value '2MBAttachment02_attachmentData' is an invalid name.

Source:
http://***wsvc01/arsys/WSDL/public/***rem01/INT_ACS_BizTalkToFFADire
ct
Error: The value '2MBAttachment02_attachmentOrigSize' is an invalid name.

Source:
http://***wsvc01/arsys/WSDL/public/***rem01/INT_ACS_BizTalkToFFADire
ct
Error: The value '2MBAttachment03_attachmentName' is an invalid name.

Source:
http://***wsvc01/arsys/WSDL/public/***rem01/INT_ACS_BizTalkToFFADire
ct
Error: The value '2MBAttachment03_attachmentData' is an invalid name.

Re: Web Service question

Thanks Joe that did the trick. What I don't understand is that I have made 
other changes and did not have to reload the cache. The changes just appeared.  
Any ideas why?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, January 18, 2013 3:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service question

**

Mark,

Amen to TGIF! I may go glacier climbing this weekend!

Web services are serviced through the mid tier and require a reload of the 
mid-tier cache in order for the Mid-Tier to recognize that change.

Joe

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 12:45 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Web Service question

Hi All  TGIF,

If I add a field on a form, and then add the field to the web service is the 
field immediately available for use? Or is it similar to email templates where 
the email engine only checks every 30 minutes for changes? If so what is the 
default interval? Any way to speed that up?

ARS 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
_ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where 
the Answers Are and have been for 20 years_

This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Re: Web Service question

 

This is my understanding of why that happens.

 

The Mid-Tier is used as a 'client' for the WSDL. the WSDL is really stored
in the AR Server. So when you do a change to the WSDL, the AR Server knows
about the change.. And when you use that WSDL, the WSDL uses the mid-tier as
a client. All the new changes to your WSDL thus do not impact the Mid-Tier.

 

However, when you create a new field, while creating the WSDL or modifying
it, you can see that field and hence can successfully save the WSDL.
However, when processing it, its the Mid-Tier that does not see what field
the WSDL is trying to reference. Hence you need to refresh the Mid-Tier not
because you have some changes in the WSDL, but because the Mid-Tier has to
be introduced to that new field.

 

I'm hoping I have not confused you more :-) or that my understanding is not
incorrect.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service question

 

Thanks Joe that did the trick. What I don't understand is that I have made
other changes and did not have to reload the cache. The changes just
appeared.  Any ideas why?

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, January 18, 2013 3:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service question

 

** 

 

Mark,

 

Amen to TGIF! I may go glacier climbing this weekend!

 

Web services are serviced through the mid tier and require a reload of the
mid-tier cache in order for the Mid-Tier to recognize that change.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Web Service question

 

Hi All  TGIF,

 

If I add a field on a form, and then add the field to the web service is the
field immediately available for use? Or is it similar to email templates
where the email engine only checks every 30 minutes for changes? If so what
is the default interval? Any way to speed that up?

 

ARS 7.6.04 SP3

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

_ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist:
Where the Answers Are and have been for 20 years_

 

  _  

This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that
is privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
to anyone other than the intended recipient is prohibited.

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Re: Web Service question

We have the same understanding. More I think about my actions it appears that 
when you create a web service the mid-tier becomes aware of it. When you update 
a web service, you have to tell the mid-tier. Here is what I did

Created a web service, we'll call it WS, and it appeared via the mid-tier.
Added a field and the new field and the field did not appear.
Renamed the web service as WS_old
Created a new web service as WS.
The added field appeared in WS_old but not in WS.

Something must be tracking, saw WS_old as anew name and made the mid-tier aware 
but when WS was create, thought mid-tier already knows that name and didn't 
update. I am guessing but it is the only thing I can come up with.

Have a great weekend.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, January 18, 2013 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service question

**

This is my understanding of why that happens.

The Mid-Tier is used as a 'client' for the WSDL. the WSDL is really stored in 
the AR Server. So when you do a change to the WSDL, the AR Server knows about 
the change.. And when you use that WSDL, the WSDL uses the mid-tier as a 
client. All the new changes to your WSDL thus do not impact the Mid-Tier.

However, when you create a new field, while creating the WSDL or modifying it, 
you can see that field and hence can successfully save the WSDL. However, when 
processing it, its the Mid-Tier that does not see what field the WSDL is trying 
to reference. Hence you need to refresh the Mid-Tier not because you have some 
changes in the WSDL, but because the Mid-Tier has to be introduced to that new 
field.

I'm hoping I have not confused you more :) or that my understanding is not 
incorrect.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 3:20 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Web Service question

Thanks Joe that did the trick. What I don't understand is that I have made 
other changes and did not have to reload the cache. The changes just appeared.  
Any ideas why?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, January 18, 2013 3:01 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Web Service question

**

Mark,

Amen to TGIF! I may go glacier climbing this weekend!

Web services are serviced through the mid tier and require a reload of the 
mid-tier cache in order for the Mid-Tier to recognize that change.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 12:45 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Web Service question

Hi All  TGIF,

If I add a field on a form, and then add the field to the web service is the 
field immediately available for use? Or is it similar to email templates where 
the email engine only checks every 30 minutes for changes? If so what is the 
default interval? Any way to speed that up?

ARS 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
_ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where 
the Answers Are and have been for 20 years_


This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where 
the Answers Are and have been for 20 years_

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Re: Web Service question

 

Not quite.. The mid tier has no idea you have created a web service even
after you have created one. It has nothing to do with the creation or update
process. This is why you have out of the box web services that work although
the URL in the WSDL Publishing Location looks something like
http://Mid-Tier-Server-Name/arsys/WSDL/public/AR-Server-Name/ITSM-Whatev
er-OTB-Service. Only the AR Server knows about that web service that is
present within its definitions. While actually trying to consume the web
service, you need to put the actual server name..

 

That's when the Mid-Tier is called, and the Mid-Tier then looks up for the
web service within the AR Server, and executes its operations.

 

The Mid-Tier is as a client by the web service only when the web service is
being consumed.

 

So while executing the WSDL's operations, if it finds fields or forms that
are called, that are not present in the most up to date Mid-Tier cache,
that's when you get the issue you got. So if I am right, you do not even
need to flush the Mid-Tier cache after you create a new WS. Or for that
matter update it, UNLESS you have a new field to a form that is used by the
WSDL. What you are doing is not flushing the cache because of changes to the
WSDL. You are flushing the cache so the Mid-Tier becomes aware of the new
field or form. The WSDL is like a server side process (like Filters) that
does not need a Mid-Tier cache update.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 4:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service question

 

We have the same understanding. More I think about my actions it appears
that when you create a web service the mid-tier becomes aware of it. When
you update a web service, you have to tell the mid-tier. Here is what I did

 

Created a web service, we'll call it WS, and it appeared via the mid-tier.

Added a field and the new field and the field did not appear.

Renamed the web service as WS_old

Created a new web service as WS.

The added field appeared in WS_old but not in WS.

 

Something must be tracking, saw WS_old as anew name and made the mid-tier
aware but when WS was create, thought mid-tier already knows that name and
didn't update. I am guessing but it is the only thing I can come up with.

 

Have a great weekend.

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, January 18, 2013 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service question

 

** 

 

This is my understanding of why that happens.

 

The Mid-Tier is used as a 'client' for the WSDL. the WSDL is really stored
in the AR Server. So when you do a change to the WSDL, the AR Server knows
about the change.. And when you use that WSDL, the WSDL uses the mid-tier as
a client. All the new changes to your WSDL thus do not impact the Mid-Tier.

 

However, when you create a new field, while creating the WSDL or modifying
it, you can see that field and hence can successfully save the WSDL.
However, when processing it, its the Mid-Tier that does not see what field
the WSDL is trying to reference. Hence you need to refresh the Mid-Tier not
because you have some changes in the WSDL, but because the Mid-Tier has to
be introduced to that new field.

 

I'm hoping I have not confused you more :-) or that my understanding is not
incorrect.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service question

 

Thanks Joe that did the trick. What I don't understand is that I have made
other changes and did not have to reload the cache. The changes just
appeared.  Any ideas why?

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, January 18, 2013 3:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service question

 

** 

 

Mark,

 

Amen to TGIF! I may go glacier climbing this weekend!

 

Web services are serviced through the mid tier and require a reload of the
mid-tier cache in order for the Mid-Tier to recognize that change.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 18, 2013 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Web Service question

 

Hi All  TGIF,

 

If I add a field on a form, and then add the field to the web service is the
field immediately available for use? Or is it similar to email templates
where the email engine only checks every 30 minutes for changes? If so what
is the default interval? Any way to speed that up?

 

ARS 7.6.04 SP3

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

Re: BMC Mobility for ITSM

2013-01-18 Thread Samuel J Albury III

I am sure BMC has a very good reason for a 3 year delay in creating a Apple IOS 
app. I am familiar with both IOS development and BMC Remedy. Given the 
competition has a mobile app I would expect customers will begin comparing 
BMC's product to ServiceNow.

A mobile app for those of you are not aware will provide off line functionality 
similar to the old palm application integration. Push notifications, scanned 
bar code ci lookup,sla breach, etc. There are loads of use cases for why BMC 
should have an IOS app.

Given current cloud storage and mobile technology,  a tablet and a smartphone 
can replace desktops and in some cases laptops. 

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Re: SRM:RequestInterface_Create Question

Thanks Tauf,

I have this filter  it is pushing the status.

But it looks like no matter what I send the status on interface form is set
to New  this is what gets pushed to the srm:request form.

I noticed the Status menu on the interface form has 9 values and the Status
menu on the srm:request form has 11. Not sure if that's important or not.

On the other hand, I was able to create multiple incidents with one email
to the incident interface form. Maybe that's the way I should go?

On Fri, Jan 18, 2013 at 1:29 PM, Tauf Chowdhury taufc...@gmail.com wrote:

 **
 Rebecca,
 I see there's this filter on the interface form which pushes to
 SRM:Request: SRM:SRI:CreateRequest_100_CreateRequest`!
 I am looking at a 7.6.04 environment. I see that it is pushing the
 'Status' field from the interface form to the srm:request form. Is it doing
 the same for you?


 On Fri, Jan 18, 2013 at 1:25 PM, Boyd, Rebecca boy...@wfu.edu wrote:

 ** You mean figure it out for myself? The old fashioned way? Oh cruel,
 cruel world...


 On Fri, Jan 18, 2013 at 1:20 PM, Brittain, Mark 
 mbritt...@navisite.comwrote:

 **

 Hi Rebecca,

 ** **

 Log onto the client and create a record in the
 SRM:RequestInterface_Create with the same information as the template. Run
 filter logging to capture the activity and then look for the filter that is
 setting the status to draft. The run if qualification or filter actions
 should tell you why this is happening. Might take some digging to get to
 the answer.

 ** **

 Mark

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
 *Sent:* Friday, January 18, 2013 1:17 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM:RequestInterface_Create Question

 ** **

 ** I just tried that  it still created the Service Request in draft
 status :(

 On Fri, Jan 18, 2013 at 12:58 PM, Tauf Chowdhury taufc...@gmail.com
 wrote:

 ** 

 Rebecca, did you try setting the Status field on the Interface form to
 Pending or In Progress? 

 ** **

 On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca boy...@wfu.edu wrote:*
 ***

 **
 Sorry everyone for posting this without a subject line. I blame it on
 the weather.

 We got our first snow of the winter last night (almost 2 inches!)  that
 always sets our hearts  minds aflutter here in North Carolina.


 On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca boy...@wfu.edu wrote:*
 ***

 Good morning listers,

 ** **

 I am able to create a Service Request by sending an email to
 SRM:RequestInterface_Create.

 ** **

 However, it creates only the Service Request, not the corresponding
 incident. 

 ** **

 When I look at said Service Request record, the status is set to
 “Draft”. 

 ** **

 If I change the status to “Planning”  save, the incident is created.***
 *

 ** **

 Is there a value or keyword I can include in the email so the incident
 is automatically created?

 ** **

 SRM 7.6, ITSM 7.5


 Thanks!

 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_ 




 --
 *Tauf Chowdhury*

 _ARSlist: Where the Answers Are and have been for 20 years_ 




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_ 

 --
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 that is privileged, confidential, or otherwise protected from disclosure.
 Distribution or copying of this e-mail, or the information contained
 herein, to anyone other than the intended recipient is prohibited.
  _ARSlist: Where the Answers Are and have been for 20 years_




 --
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_




 --
 *Tauf Chowdhury

 *
 _ARSlist: Where the Answers Are and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Possible reasons for 500 - Internal server error. while consuming a AR System published web service..