Re: Error encountered while executing a Web Service : Did not understand MustUnderstand header(s): (ARERR 9130)
This is because usage of apache axis 1.0 since remedy 7.6. 03 onwards... Apache axis now sets Mustunderstand parameter to 1... Earlier it used to set to 0. However, remedy has not adopted these changes yet in the code. On May 9, 2013 4:18 AM, Robert Heverley robert.hever...@gmail.com wrote: ** Hello All, We have a web service that was created in ARS 6.3 and we are attempting to consume the web service with a filter developed in 7.6. Has anyone encountered the error listed above while using 7.6?? We are not patch.. 7.6.04 Build 002 201101141059 Thank you.. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Modifying Incident
Or, Open the form in DevStudio and enable Menu options: Mod All is probably unchecked. Joel Joel Senderjdsen...@earthlink.net310.829.5552 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of rahul bose Sent: Wednesday, May 08, 2013 8:54 PM To: arslist@ARSLIST.ORG Subject: Re: Modifying Incident ** If the modify All option is greyed out, it has to be a permission issue. Check if you can add Incident Master permission to your profile and then try to use this function. Regards, Rahul On Wed, May 8, 2013 at 12:17 PM, Govind M govind@wipro.com wrote: ** Pavan, You can relate a pending incident with any incident. But I guess if you have related with one incident using original of / duplicate of, the same incident you can't relate with other one. I just tried now and it resolved the related incident without any error. Regards, Govind From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pavan agrawal Sent: Wednesday, May 08, 2013 12:04 PM To: arslist@ARSLIST.ORG Subject: Re: Modifying Incident ** Hi, Thanks for your response. But I've tried both ways i.e selecting the incidents and then Tools-- modify all but modify all option is disabled in my case and another one that relating the incidents but upto my understanding we cannot relate the Pending incidents. I'hv tried this also and at this time it is showing me error. On Wed, May 8, 2013 at 11:45 AM, Govind M govind@wipro.com wrote: I hope this will help incase if you want to resolve the pending incidents. You can try using relationship tab. Go to the incident A which you want actually to resolve and relate all the pending incidents using original of type like below. On resolving incident A, it will resolve all the pending incidents. But pls check your Filter API timeout. There is an unsaid constraint on the number of incidents to relate for resolving related incidents. I tried this in 7.1 for resolving 240 incidents but ends with Filter time out error. Current request : incident A original of related incident B Govind -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pavan Agrawal Sent: Wednesday, May 08, 2013 9:22 AM To: arslist@ARSLIST.ORG Subject: Modifying Incident Hi, I know that what I am going to ask is silly.. Is there is any functionality in Incident mangement to modiyf all the pending incident by modifying only one incident.. Actually what i want to do is to modify the status of all the pending incident by modifying the status of only one incident Currently we are using 7.0 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Where the Answers Are, and have been for 20 years Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com http://www.wipro.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _ARSlist: Where the Answers Are and have been for 20 years_ -- Your's Sincerely Rahul Bose _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where
AD: Data Import Suggestions
Meta-Update offers the speed and flexibility of API - without the programming or API skills required AND with lots of features for data transformations etc. It is designed for Remedy developers and administrators using a language they already know: Queries and assignments. With Meta-Update you can launch server or client processes - including the special filter processes, handle input and output files, make multiple server connections, use CSVs as LookUp files, cache records from ARS, create several types of auditing logs. A further automatic feature when importing files, is the creation of a like file containing only those original source records that failed. Meta-Update includes a debugger. You can single-step a script, examine records and data in memory, set breakpoints. So, for example, a script that imports a CSV to different CMDB classes - based on a LookUp of data in that row against another CSV - and adjusting attributes such as 1TB to a number (as in disk sizes) took an hour to write and is described in a presentation here http://www.softwaretoolhouse.com/product/SthMupd/2012-RUG-de.html . The data import tool will typically be used to import into a staging form that must be created with appropriate filters to validate data and push to the required forms. Any lookups are coded in filters and the lookup data itself must be in a remedy form. This can take a long time to develop and test. API programming also requires skills and efforts and take considerable time. Meta-Update give you the power of the API without the need for programming. Meta-Update, on the other-hand, requires absolutely no changes to the server. No staging forms, no workflow. Once a script is developed it can be used over and over again on different files and can be fired through the OS scheduling tools or by Remedy itself. There are no charges for scripts already developed and we have many such scripts for almost all requirements of ITSM imports, data migrations, validations, changes. The efforts to write a script from scratch for what Abdul is talking about would be around 15 minutes. From one of our customers: I recommend Meta-Update for all those who want the flexibility of a scripting language to handle bulk ARS data. For a trial or presentation, please contact us. Cheers Ben Chernys Senior Software Architect logoSthInc-sm Canada / Deutschland Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: Ben.Chernys_AT_softwaretoolhouse.com Web: http://www.softwaretoolhouse.com/ www.softwaretoolhouse.com We are a BMC Technology Alliance Partner Check out Software Tool House's free Diary Editor and out Freebies Section for a ITSM 7.6.04 and 8.0.0 Fields spreadsheet. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: May-08-13 23:40 To: arslist@ARSLIST.ORG Subject: Re: Data Import Suggestions ** Agreed, but not everyone has an understanding of how to utilize an API level interface. For those, the Remedy Data Import Tool suffices. Jim Coryat x34655 From: Alan Truelove [mailto:truelove.a...@yahoo.com] Sent: Wednesday, May 08, 2013 12:25 PM Subject: Re: Data Import Suggestions ** Use Remedy Java API -- I have done this precise task (Inputting large batch CI -- Access db, EXCEL, csv files, etc etc into Asset forms) several times over the past few years, it is much faster and less troublesome than the standard Remedy tool(s). 571 242 0153. Best wishes. _ From: Abdullah Baytops abayt...@onefederalsolution.com To: arslist@ARSLIST.ORG Sent: Wednesday, May 8, 2013 11:50 AM Subject: Data Import Suggestions ** I wanted to know what suggestions anyone would have on the easiest way to import information into the (Asset Module ) specifically the AST: Equipment form of ITSM 7.6.04? V/R Abdul Baytops CONFIDENTIALITY NOTICE: This message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. This information is intended only for the use of the individual to whom this e-mail is addressed. If you are not the intended recipient, or the employee or agent responsible to the intended recipient, please notify us by return email or by telephone, and destroy this email along with any attachments. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ No virus found in this message. Checked by AVG - www.avg.com Version: 2013.0.3272 / Virus Database: 3162/6308 - Release Date: 05/08/13
BMC Communities Discussion regarding maintaining our environment details on Support Central
Hi all, I thought I would share the link to this discussion here. Over the years many of us have aired our Support rants on the list; sometimes about the the specific question being asked. Login and leave your comments regarding the topic since you have Support's virtual ear. (not quite a) Poll - environment log for Customer Supporthttps://communities.bmc.com/message/320641 Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Modifying Incident
Thanks all for your prompt and valuable reply.. now I am able to modify tickets.. thanks once again On Thu, May 9, 2013 at 11:43 AM, Joel Sender jdsen...@earthlink.net wrote: ** Or, Open the form in DevStudio and enable Menu options: Mod All is probably unchecked. ** ** *Joel*** Joel Senderjdsen...@earthlink.net310.829.5552 ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *rahul bose *Sent:* Wednesday, May 08, 2013 8:54 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Modifying Incident ** ** ** If the modify All option is greyed out, it has to be a permission issue. Check if you can add Incident Master permission to your profile and then try to use this function. Regards, Rahul ** ** On Wed, May 8, 2013 at 12:17 PM, Govind M govind@wipro.com wrote:*** * ** Pavan, You can relate a pending incident with any incident. But I guess if you have related with one incident using original of / duplicate of, the same incident you can’t relate with other one. I just tried now and it resolved the related incident without any error. Regards, Govind *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *pavan agrawal *Sent:* Wednesday, May 08, 2013 12:04 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Modifying Incident ** Hi, Thanks for your response. But I've tried both ways i.e selecting the incidents and then Tools-- modify all but modify all option is disabled in my case and another one that relating the incidents but upto my understanding we cannot relate the Pending incidents. I'hv tried this also and at this time it is showing me error. On Wed, May 8, 2013 at 11:45 AM, Govind M govind@wipro.com wrote:*** * I hope this will help incase if you want to resolve the pending incidents. You can try using relationship tab. Go to the incident A which you want actually to resolve and relate all the pending incidents using original of type like below. On resolving incident A, it will resolve all the pending incidents. But pls check your Filter API timeout. There is an unsaid constraint on the number of incidents to relate for resolving related incidents. I tried this in 7.1 for resolving 240 incidents but ends with Filter time out error. Current request : incident A original of related incident B Govind -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Pavan Agrawal Sent: Wednesday, May 08, 2013 9:22 AM To: arslist@ARSLIST.ORG Subject: Modifying Incident Hi, I know that what I am going to ask is silly.. Is there is any functionality in Incident mangement to modiyf all the pending incident by modifying only one incident.. Actually what i want to do is to modify the status of all the pending incident by modifying the status of only one incident Currently we are using 7.0 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ *Please do not print this email unless it is absolutely necessary. * The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any
Re: huh? financial news for bmc ?
Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly private BMC that needs to invest in ESM. So, I'm thinking... Patrol and it's ilk will end up with Compuware since it will give them a larger stack of monitoring tools. Mainframe/Batch Management - IBM? That would make sense. The new Z's are coming... sure would help to pick up some nice new batch management technology to go with that shiny new hardware and make it part of the Tivoli product line. Service Management - BMC grew the business significantly (per the financials yesterday)... and they need to transition to PaaS (for the Enterprise, that's Remedy) to grow dramatically. That will require investment and innovation (this is an optimistic scenario for ARlist)... and an AppExchange like community (this group) to develop new offerings that are needed to compete with ServiceNow (such as HR Call Center, Facilities Management, etc...). This will require some heavy ARsystem work as well (go Doug!) to make it MORE ready for the cloud. Remedyforce is the SaaS offering for small mid-size with the inferior PaaS capabilies of Salesforce.com (proprietary Apex coding) and different price point. The pessimistic scenario is that Remedy gets thrown o SAP or Oracle to become another app that is part of those gianormous suites (like Oracle EBS). However, this much is certain. There are going to be changes at some point with new ownership. Now, please continue the speculation... This is a fun topic! For our latest product demonstrations, please visit – http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jesse Sent: Wednesday, May 08, 2013 10:29 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Depends on your definition of successful Bain makes money for stock holders ... yes successful company??? well ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Web Service - attachment input type
Sorry for not reviewing the previous posts. I want to confirm that 'you can send attachments to Remedy via a web service in a base64Binary format *only* '? Please let me know, thanks, Subash Biswas ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
OOTB Functionality question.
Hi Team, Does anyone has the info if the functionality exists OOTB in RoD to copy the Opt and Prod Cats to the Resolution Opt and Prod Cats upon status being equal to Resolved if the Resolution Opt and Prod Cats are blank. Regards, Sachin This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. __ www.accenture.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: OOTB Functionality question.
No, it doesn't, and shouldn't. The initial OpCats are symptomatic, the Resolution Cats are root cause. Rick On May 9, 2013 4:49 AM, Sachin Verma sachin.ve...@accenture.com wrote: ** Hi Team, ** ** Does anyone has the info if the functionality exists OOTB in RoD to copy the Opt and Prod Cats to the Resolution Opt and Prod Cats upon status being equal to Resolved if the Resolution Opt and Prod Cats are blank. ** ** Regards, Sachin -- This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. __ www.accenture.com _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: huh? financial news for bmc ?
I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly private BMC that needs to invest in ESM. So, I'm thinking... Patrol and it's ilk will end up with Compuware since it will give them a larger stack of monitoring tools. Mainframe/Batch Management - IBM? That would make sense. The new Z's are coming... sure would help to pick up some nice new batch management technology to go with that shiny new hardware and make it part of the Tivoli product line. Service Management - BMC grew the business significantly (per the financials yesterday)... and they need to transition to PaaS (for the Enterprise, that's Remedy) to grow dramatically. That will require investment and innovation (this is an optimistic scenario for ARlist)... and an AppExchange like community (this group) to develop new offerings that are needed to compete with ServiceNow (such as HR Call Center, Facilities Management, etc...). This will require some heavy ARsystem work as well (go Doug!) to make it MORE ready for the cloud. Remedyforce is the SaaS offering for small mid-size with the inferior PaaS capabilies of Salesforce.com (proprietary Apex coding) and different price point. The pessimistic scenario is that Remedy gets thrown o SAP or Oracle to become another app that is part of those gianormous suites (like Oracle EBS). However, this much is certain. There are going to be changes at some point with new ownership. Now, please continue the speculation... This is a fun topic! For our latest product demonstrations, please visit – http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jesse Sent: Wednesday, May 08, 2013 10:29 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Depends on your definition of successful Bain makes money for stock holders ... yes successful company??? well ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
HTTP -- HTTPS Redirect
I have a new 7.6.04 environment that we are standing up. I have configured SSL on my web servers and can login, etc. However I am now trying to setup HTTP--HTTPS redirection w/in IIS and am having some issues. I have tried several different methods and none have worked successfully. Anyone else have success doing this? Any input/feedback/config info would be greatly appreciated. My Web Servers are: Windows 2008 R2 w/ IIS 7.5 and Tomcat 6 Jim Nowak IT Infrastructure TEL: 630.438.7747 | jamesno...@officemax.com 800 W. Bryn Mawr, Itasca IL 60143 | http://www.officemax.com CONFIDENTIALITY NOTICE: The information contained in this e-mail and attached document(s) may contain confidential information that is intended only for the addressee(s). If you are not the intended recipient, you are hereby advised that any disclosure, copying, distribution or the taking of any action in reliance upon the information is prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [URGENT]Use Alter Table Alter Column on Remedy ARS
The only message that appears on the Admin is: Field operation failed on server 112 ARRERR (552) Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. Date: Wed, 8 May 2013 17:50:10 + From: frederick.w.gro...@xo.com Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS To: arslist@ARSLIST.ORG But what SQL Error are you receiving in the Admin tool? I have had in the past, errors from the Admin tool about Views not being created, and those will not affect ARS (as the DB Views are not used by ARS). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga Sent: Wednesday, May 08, 2013 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS ** Thanks for your replies. Fred; I'm aware that SQL is not case sensitive, however it must have something to do, since if I attempt to modify any existing field on the forms labeled as t instead of T, I received the SQL error. I turned on the SQL log, but couldn't find any specific message that could lead to determine if the query is failing. However new fields added to the form are available for modification. Really weird, for sure; also I recall do not modifying by SQL ARS table structure, however could find technical notes and it mentions the chance of use Alter table command. But only on DB2. About the other chance mentioned by Phil, that could be the best approach, but I have the limitation about time, table has been there for 10 years, but don't know when it was modified, and data would take more than the time I had (last night i released a new WF on that form for setting rightly RLS field). However if it fails, I'd give a shot to recreate the form from the ground. Even I tried to import the DEV form, but it failed too. but guess I'll need to wait and give a try to Phil's recommendation. Thanks for your response Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 -Original Message- Date: Wed, 8 May 2013 09:47:13 -0500 From: pmurn...@windwardits.com Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS To: arslist@ARSLIST.ORG ** Hugo: I'm working from memory on this solution, so I'd recommend allowing a few hours for other listers to comment on it -- just in case I'm forgetting something. I'd also recommend opening a support incident with BMC to verify the procedure before performing it. If you have a development ARS server, you could export the form and related workflow from the production ARS server, and see if it will import into the development server. If successful, then you could proceed with the following... 1. Stop the ARS services, back up your database, and start the ARS services 2. Export the data from the production form into an .arx file 3. Export the form and related workflow into a .def file 4. Delete the form 1. If a warning appears about join forms that depend on this form, then do not delete and cancel this procedure 2. If the delete fails (eg, ARS is unable to make SQL drop the table), then cancel this procedure, stop the ARS services, restore the database from backup, and start the services again 5. Import the form from the .def file into production 6. Import the data from the .arx file 7. Import the remaining workflow from the .def file This procedure will re-create the form cleanly. HTH, --Phil -Original Message- From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga [lord_dyna...@outlook.com] Sent: Tuesday, May 07, 2013 21:58 To: arslist@ARSLIST.ORG Subject: [URGENT]Use Alter Table Alter Column on Remedy ARS ** Guys, Besides that this could be a really silly question. I'd like to check with all of the gurus here. I need to increase the length of the RLS field on Remedy (ARS 7.0.01 patch 007) over a custom development, but when I do this on the Admin, It returns an SQL error, and field is not saved on the form. I went further and find that this table on the properties for the ARSystem DB (SQL Server) the table is labeled as t instead of T, what makes me think that someone had already played with the form. Question here is: Will I broke more at DB if I modify this field by
Re: [URGENT]Use Alter Table Alter Column on Remedy ARS
552I would have expected that to show up in the SQL log or the server's arerror.log at least The info for 552 is: An SQL database error occurred during an operation against the database. An associated error message contains the full text of the error message from the database. The error is often a message about running out of space in the database log or data area. You can correct this by increasing the size of the data area or by flushing or increasing the size of the log area. One thing I just thought of ... Is the field you are increasing used in an index? Some database versions can't handle indexes of more than 256 characters total in length (I don't remember specifics on MS SQL Server versions). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga Sent: Thursday, May 09, 2013 8:50 AM To: arslist@ARSLIST.ORG Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS ** The only message that appears on the Admin is: Field operation failed on server 112 ARRERR (552) Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 -Original Message- Date: Wed, 8 May 2013 17:50:10 + From: frederick.w.gro...@xo.com Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS To: arslist@ARSLIST.ORG But what SQL Error are you receiving in the Admin tool? I have had in the past, errors from the Admin tool about Views not being created, and those will not affect ARS (as the DB Views are not used by ARS). Fred Thanks for your response Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 -Original Message- From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga [lord_dyna...@outlook.com] Sent: Tuesday, May 07, 2013 21:58 To: arslist@ARSLIST.ORG Subject: [URGENT]Use Alter Table Alter Column on Remedy ARS ** Guys, Besides that this could be a really silly question. I'd like to check with all of the gurus here. I need to increase the length of the RLS field on Remedy (ARS 7.0.01 patch 007) over a custom development, but when I do this on the Admin, It returns an SQL error, and field is not saved on the form. I went further and find that this table on the properties for the ARSystem DB (SQL Server) the table is labeled as t instead of T, what makes me think that someone had already played with the form. Question here is: Will I broke more at DB if I modify this field by using alter table and alter column commands? Thanks Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AR System ODBC driver
A simple way to get around the application drag when using parameters is to create custom forms and add the custom form to the Help Desk report. Example: create a form to hold Support Groups. The parameter runs off the custom form for the user to select which groups to include in the report. Then, instead of the query of all data for the specific support groups, the query runs for only the selected support groups. Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Schon, Stuart Sent: Thursday, May 02, 2013 8:35 PM To: arslist@ARSLIST.ORG Subject: Re: AR System ODBC driver ** Almost everything in CR is usable. But do you want to do so. Things like dynamic parameters can make running the report very slow as lists of values need to queried from the table being referenced. For example if you are reporting on the Helpdesk form and you have a parameter based on Status that is pulled from the DB for selection by the person running the report-every record in the Helpdesk form will be read to determine the list. You cannot branch off and read this from another table. So if there are 10M records then CR will read all 10M to determine the definitive list of Statuses. If the report is being run externally from Remedy then Static Parameters (simple or list) can be used User enterable values can be used, e.g. Dates and date ranges Optional parameters (these default to Null which might not be what you want) Sub-reports - yes as already stated SQL Commands -yes but only tables and views and only one. It can't be a stored procedure or function or. If the report is embedded in Remedy then its tied to a form and about the only thing else that works is sub-reports. Especially you can get the CR to ask for parameters you need to get Remedy to do so which is used to pre-filter the data presented to the CR report. Get the guy to try things and he will get the idea of what is possible and what's not. Stuart Schon Service Desk Systems - Manager From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Friday, 3 May 2013 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: AR System ODBC driver ** All, Thanks for the great info... So here is some info from my superuser who has exp with Crystal (and I don't). Do you guys know if these features are supported by the driver? Crystal in general supports all these functions: multi-value parameters, optional parameters, static/dynamic parameters, sub-reports, TSQL Commands... But what is supported with the AR System Driver, and do the normal steps in Crystal still apply to make the functionality still work? On Thu, May 2, 2013 at 7:58 PM, Schon, Stuart stuart.sc...@au.fujitsu.commailto:stuart.sc...@au.fujitsu.com wrote: Sorry yes your right Fred, I meant that you CAN'T use dynamic joins (i.e. in the SQL) when using the OBDC driver. And as you pointed out you CAN'T see anything your userid is not supposed to see in the report. Using sub-reports is a real solution but it can be really really slow if a significant number of parent records are being processed. Use of the ODBC driver has significant benefits as it decodes many of the DB field values into nice things like dates and readable Strings for things such as Status. You can also test dates in your query without having to decode them to epoch values. Stuart Schon Service Desk Systems - Manager Fujitsu Australia Limited -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, 2 May 2013 11:42 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: AR System ODBC driver I think Stuart had a typo ... Since the ODBC uses the Remedy application server, if you can't see something in Remedy you can't see it using the ODBC driver. One way around the join limitation is to use sub-reports in Crystal. You can then have multiple form(s) data in the report Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Schon, Stuart Sent: Wednesday, May 01, 2013 6:13 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: AR System ODBC driver The main limitation is that you can perform joins in the query using the OBDC driver. If you need to join tables together you need to build them in Remedy first and then use in your report. The other restriction/feature is that the driver uses the Remedy data security model - so if you can't see something using Remedy you can't see it in a report. Stuart Schon Service Desk Systems - Manager Fujitsu Australia Limited Please consider the environment before printing this email -Original Message- From: Action Request System discussion list(ARSList)
Re: huh? financial news for bmc ?
Oh, I totally agree that the future of Remedy would be secure. However, I would be pessimistic about revenue growth and new customer acquisition because neither of them (Oracle or SAP) have a specialized ITSM sales force. Pricing would go up, sales team quality down, and product roadmap would be cloudy and buried under products with much larger markets. ITSM is only a $1.5 billion dollar market, so RD dollars would go to the larger markets like CRM ($15 Billion). Also, there would be no hope of Remedy becoming a PaaS as it should. With some architectural changes, Remedy could be the most powerful PaaS on the planet, so I see BMC as the last hope of that happening. Imagine if this community could become part of an AppExchange. Still - to your point, Remedy will survive. In fact, Remedy will survive no matter what happens, but I just harken back to those days when it was thriving... as a separate BU under Dick Stark at BMC (30+% Revenue Growth at that time)... or when Remedy was its own company. The product is still the best. ServiceNow's biggest win was in hiring all of the ex-Remedy sales people and solution consultants (impact of a specialty sales force). That's how they're winning... not to mention their vastly superior support team. Listen to a support call with a ServiceNow customer vs. BMC Support. I've heard them both multiple times since we have customers on both product lines. BMC = Send me your logs, send me your logs, send me your logs. Vs. SNOW = A 2nd or 3rd tier quality person on the front-line. However, given enough time and money, ServiceNow could make their product better. On the flip side, they're a public company now, so watch how their model changes from what I just described. In fact, customers tell me that they already charge for approvers and end users now... the cycle continues. For our latest product demonstrations, please visit – http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly private BMC that needs to invest in ESM. So, I'm thinking... Patrol and it's ilk will end up with Compuware since it will give them a larger stack of monitoring tools. Mainframe/Batch Management - IBM? That would make sense. The new Z's are coming... sure would help to pick up some nice new batch management technology to go with that shiny new hardware and make it part of the Tivoli product line. Service Management - BMC grew the business significantly (per the financials yesterday)... and they need to transition to PaaS (for the Enterprise, that's Remedy) to grow dramatically. That will require investment and innovation (this is an optimistic scenario for ARlist)... and an AppExchange like community (this group) to develop new offerings that are needed to compete with ServiceNow (such as HR Call Center, Facilities Management, etc...). This will require some heavy ARsystem work as well (go
SSL Certificate issues in 8.1
HI All, I have a 8.1 ARS installed on Win server 2008 R2 box and in need to configure AREA authentication via SSL. Simple Binding without SSL works fine, however i cant test the authentication from Remedy as the AD has a policy set such that we can only authenticate via SSL. Scenario is: Customer has an Enterprise CA server and there is not certificate DB on the windows box. So, following actions have been taken: 1. Followed the documentation on BMC site and installed mozilla build, NSS and then built the certificate database on the server hosting the ARS 8.1 2. We need to add certificate to the cert8.db. This is where we have issues. coz, the AD Admin created a certificate request file using native windows certutil tool and then requested the enterprise CA for a certificate and then installed the certificate. When i try to import the certificate to the certificate database using the NSS certutil tool, the certificate gets added. however, when i try to authenticate via AREA, i see an error in javaplugin.log as Invalid Keystre format I have never configured AREA over SSL and a novice to the certificates stuff. So, please help me understand following facts so that i can continue on the right path: 1. When the certificate request file is generated, the CN= should have the AD Server name or the hostname of the server that hosts ARS 8.1 2. as i understand even the nss based certutil also can create a certificate request file, should i create a certificate request file from this or does the creation of request file from native windows certutil also work? I have opened a case with BMC as well, however any help is also appreciated as i am in a tight spot currently -- - Karthik ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [URGENT]Use Alter Table Alter Column on Remedy ARS
That's the funny part, no error on both logs. Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. Date: Thu, 9 May 2013 13:59:17 + From: frederick.w.gro...@xo.com Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS To: arslist@ARSLIST.ORG 552I would have expected that to show up in the SQL log or the server's arerror.log at least The info for 552 is: An SQL database error occurred during an operation against the database. An associated error message contains the full text of the error message from the database. The error is often a message about running out of space in the database log or data area. You can correct this by increasing the size of the data area or by flushing or increasing the size of the log area. One thing I just thought of ... Is the field you are increasing used in an index? Some database versions can't handle indexes of more than 256 characters total in length (I don't remember specifics on MS SQL Server versions). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga Sent: Thursday, May 09, 2013 8:50 AM To: arslist@ARSLIST.ORG Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS ** The only message that appears on the Admin is: Field operation failed on server 112 ARRERR (552) Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 -Original Message- Date: Wed, 8 May 2013 17:50:10 + From: frederick.w.gro...@xo.com Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS To: arslist@ARSLIST.ORG But what SQL Error are you receiving in the Admin tool? I have had in the past, errors from the Admin tool about Views not being created, and those will not affect ARS (as the DB Views are not used by ARS). Fred Thanks for your response Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 -Original Message- From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga [lord_dyna...@outlook.com] Sent: Tuesday, May 07, 2013 21:58 To: arslist@ARSLIST.ORG Subject: [URGENT]Use Alter Table Alter Column on Remedy ARS ** Guys, Besides that this could be a really silly question. I'd like to check with all of the gurus here. I need to increase the length of the RLS field on Remedy (ARS 7.0.01 patch 007) over a custom development, but when I do this on the Admin, It returns an SQL error, and field is not saved on the form. I went further and find that this table on the properties for the ARSystem DB (SQL Server) the table is labeled as t instead of T, what makes me think that someone had already played with the form. Question here is: Will I broke more at DB if I modify this field by using alter table and alter column commands? Thanks Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] OOTB Functionality question.
Sachin: As far as the OOB functionality, with at least 7.6.04, the Prod Cats are automatically copied over to the Res Prod Cats if they (Res Prod Cats) are blank at resolve time, the Op Cats are not copied over. I couldn't say for sure if that's the case with earlier versions or even with v. 8 and higher, though with v. 8 and above, it probably is. Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sachin Verma Sent: Thursday, May 09, 2013 5:49 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] OOTB Functionality question. ** Hi Team, Does anyone has the info if the functionality exists OOTB in RoD to copy the Opt and Prod Cats to the Resolution Opt and Prod Cats upon status being equal to Resolved if the Resolution Opt and Prod Cats are blank. Regards, Sachin This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. __ www.accenture.comhttp://www.accenture.com _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [URGENT]Use Alter Table Alter Column on Remedy ARS
If you have the Alter Table SQL command (from the SQL Logs) you may have to try running it manually (and any SQL commands after) to see exactly what the SQL Server error is If you still can't find an error then maybe the ARS Server is trying to do a case sensitive check on the table name. That you can fix by renaming the table (rename it twice as I have seen some cases where just changing the case of the name doesn't recognize that the name is changing): EXEC sp_rename 't', 'tOLD'; EXEC sp_rename 'tOLD', 'T'; Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga Sent: Thursday, May 09, 2013 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS ** That's the funny part, no error on both logs. Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 -Original Message- Date: Thu, 9 May 2013 13:59:17 + From: frederick.w.gro...@xo.com Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS To: arslist@ARSLIST.ORG 552 I would have expected that to show up in the SQL log or the server's arerror.log at least The info for 552 is: An SQL database error occurred during an operation against the database. An associated error message contains the full text of the error message from the database. The error is often a message about running out of space in the database log or data area. You can correct this by increasing the size of the data area or by flushing or increasing the size of the log area. One thing I just thought of ... Is the field you are increasing used in an index? Some database versions can't handle indexes of more than 256 characters total in length (I don't remember specifics on MS SQL Server versions). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga Sent: Thursday, May 09, 2013 8:50 AM To: arslist@ARSLIST.ORG Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS ** The only message that appears on the Admin is: Field operation failed on server 112 ARRERR (552) Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 -Original Message- Date: Wed, 8 May 2013 17:50:10 + From: frederick.w.gro...@xo.com Subject: Re: [URGENT]Use Alter Table Alter Column on Remedy ARS To: arslist@ARSLIST.ORG But what SQL Error are you receiving in the Admin tool? I have had in the past, errors from the Admin tool about Views not being created, and those will not affect ARS (as the DB Views are not used by ARS). Fred Thanks for your response Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 -Original Message- From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga [lord_dyna...@outlook.com] Sent: Tuesday, May 07, 2013 21:58 To: arslist@ARSLIST.ORG Subject: [URGENT]Use Alter Table Alter Column on Remedy ARS ** Guys, Besides that this could be a really silly question. I'd like to check with all of the gurus here. I need to increase the length of the RLS field on Remedy (ARS 7.0.01 patch 007) over a custom development, but when I do this on the Admin, It returns an SQL error, and field is not saved on the form. I went further and find that this table on the properties for the ARSystem DB (SQL Server) the table is labeled as t instead of T, what makes me think that someone had already played with the form. Question here is: Will I broke more at DB if I modify this field by using alter table and alter column commands? Thanks Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: huh? financial news for bmc ?
The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly private BMC that needs to invest in ESM. So, I'm thinking... Patrol and it's ilk will end up with Compuware since it will give them a larger stack of monitoring tools. Mainframe/Batch Management - IBM? That would make sense. The new Z's are coming... sure would help to pick up some nice new batch management technology to go with that shiny new hardware and make it part of the Tivoli product line. Service Management - BMC grew the business significantly (per the financials yesterday)... and they need to transition to PaaS (for the Enterprise, that's Remedy) to grow dramatically. That will require investment and innovation (this is an optimistic scenario for ARlist)... and an AppExchange like community (this group) to develop new offerings that are needed to compete with ServiceNow (such as HR Call Center, Facilities Management, etc...). This will require some heavy ARsystem work as well (go Doug!) to make it MORE ready for the cloud. Remedyforce is the SaaS offering for small mid-size with the inferior PaaS capabilies of Salesforce.com (proprietary Apex coding) and different price point. The pessimistic scenario is that Remedy gets thrown o SAP or Oracle to become another app that is part of those gianormous suites (like Oracle EBS). However, this much is certain. There are going to be changes at some point with new ownership. Now, please continue the speculation... This is a fun topic! For our latest product demonstrations, please visit – http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jesse Sent: Wednesday, May 08, 2013 10:29 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Depends on your definition of successful Bain makes money for stock holders ... yes successful company??? well ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been
Re: huh? financial news for bmc ?
We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly private BMC that needs to invest in ESM. So, I'm thinking... Patrol and it's ilk will end up with Compuware since it will give them a larger stack of monitoring tools. Mainframe/Batch Management - IBM? That would make sense. The new Z's are coming... sure would help to pick up some nice new batch management technology to go with that shiny new hardware and make it part of the Tivoli product line. Service Management - BMC grew the business significantly (per the financials yesterday)... and they need to transition to PaaS (for the Enterprise, that's Remedy) to grow dramatically. That will require investment and innovation (this is an optimistic scenario for ARlist)... and an AppExchange like community (this group) to develop new offerings that are needed to compete with ServiceNow (such as HR Call Center, Facilities Management, etc...). This will require some heavy ARsystem work as well (go Doug!) to make it MORE ready for the cloud. Remedyforce is the SaaS offering for small mid-size with the inferior PaaS capabilies of Salesforce.com (proprietary Apex coding) and different price point. The pessimistic scenario is that Remedy gets thrown o SAP or Oracle to become another app that is part of those gianormous suites (like Oracle EBS). However, this much is certain. There are going to be changes at some point with new ownership. Now, please continue the speculation... This is a fun topic! For our latest product demonstrations, please visit – http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jesse Sent: Wednesday, May 08, 2013 10:29 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Depends on your definition of successful Bain makes money for stock holders ... yes successful company??? well ___
Re: huh? financial news for bmc ?
Great point! I think BMC just got (or will later this year) the upper hand vs.SNOW. BMC *can* now be more flexible while SNOW is now slave to the money. On Thu, May 9, 2013 at 7:17 AM, Lee Cullom lee.cul...@northcraftanalytics.com wrote: Oh, I totally agree that the future of Remedy would be secure. However, I would be pessimistic about revenue growth and new customer acquisition because neither of them (Oracle or SAP) have a specialized ITSM sales force. Pricing would go up, sales team quality down, and product roadmap would be cloudy and buried under products with much larger markets. ITSM is only a $1.5 billion dollar market, so RD dollars would go to the larger markets like CRM ($15 Billion). Also, there would be no hope of Remedy becoming a PaaS as it should. With some architectural changes, Remedy could be the most powerful PaaS on the planet, so I see BMC as the last hope of that happening. Imagine if this community could become part of an AppExchange. Still - to your point, Remedy will survive. In fact, Remedy will survive no matter what happens, but I just harken back to those days when it was thriving... as a separate BU under Dick Stark at BMC (30+% Revenue Growth at that time)... or when Remedy was its own company. The product is still the best. ServiceNow's biggest win was in hiring all of the ex-Remedy sales people and solution consultants (impact of a specialty sales force). That's how they're winning... not to mention their vastly superior support team. Listen to a support call with a ServiceNow customer vs. BMC Support. I've heard them both multiple times since we have customers on both product lines. BMC = Send me your logs, send me your logs, send me your logs. Vs. SNOW = A 2nd or 3rd tier quality person on the front-line. However, given enough time and money, ServiceNow could make their product better. On the flip side, they're a public company now, so watch how their model changes from what I just described. In fact, customers tell me that they already charge for approvers and end users now... the cycle continues. For our latest product demonstrations, please visit – http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly private BMC that needs to invest in ESM. So, I'm thinking... Patrol and it's ilk will end up with Compuware since it will give them a larger stack of monitoring tools. Mainframe/Batch Management - IBM? That would make sense. The new Z's are coming... sure would help to pick up some nice new batch management technology to go with that shiny new hardware and make it part of the Tivoli product line. Service Management - BMC grew the business significantly (per the financials yesterday)... and they need to transition to PaaS (for the Enterprise, that's Remedy) to grow dramatically. That will require investment and innovation
Re: customer affiliation
In case it helps, here is some additional detail regarding the changes we made for Remedy 8.0 to facilitate custom Client Type values: - On CTM:People form - added custom client type attributes to the Client Type (100022) field - On CTM:LoadPeople form - added custom client type attributes to the Client Type2 (304316040) and Client Type (100022) field - On CTM:SHR:ValidateCompany_210 filter - modified the Run If Qualification to include/exclude Client Type values Leo -Original Message- From: Leonard Nelson Sent: Wednesday, May 1, 2013 9:17 AM To: 'arslist@ARSLIST.ORG' Subject: RE: customer affiliation We chose to use the 'Affiliation' field on CTM:People which led to us having to modify a couple of forms, including CTM:People, HPD:IncidentInterface_Create, HPD:IncidentInterface to include our custom affiliations e.g. Student, Employee, Alumni etc.. It was necessary to generate good reports on the types of calls we were getting and also ensure that our custom apps could generate tickets with the appropriate affiliations. Leo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jessica Hinkal Sent: Friday, April 26, 2013 3:05 PM To: arslist@ARSLIST.ORG Subject: customer affiliation Any edu's out there capture customer affiliation within Remedy ITSM 8.0 people record? If so, where did you put that information. Did you have to customize the people record to record this attribute? We are looking to classify our people based on their affiliation here (student, faculty, staff, alumni, etc). Any information would be great! Thanks! Jessica Hinkal University at Buffalo CIT/NCS 111 Computing Center Buffalo, NY 14260 716-645-3505 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Sending Attachment from Remedy to external Web Service
Has anyone had any luck sending a file in a remedy Attachment field to an external web service that accepts attachments, I have a requirement to send a tar file to a Siebel web service that accepts attachments and looking for pointer on how to do this? Our servers are RH Linux running ARS 7.6.04 with custom apps. I can either send the file from an attachment field or from a file on the servers hard disk. Paul Campbell | Development Team Lead | TSD SSBL, A2R WFE, and ESP Remedy Team | Avaya Client Services | | 1145 Sanctuary Parkway Lake View II Suite 110 Alpharetta, GA 30009 | 678-421-5342 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Email from ITSM 7.6.04
HI All, First let me say thank you to all who responded to my inquiry Email to ARS 7.6.04. Great responses and very helpful. Now I need to work on sending an email from the Incident or Change. If I want the FROM address to be different than the mailbox default or want to send from a different outbound mailbox. In 6.3 I just created an active link which on display set the from address I wanted. Then the Notify filter just read the $Send From$. Where would I change this? 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 [cid:image001.gif@01CE4CBB.C6421D20] 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Sending Attachment from Remedy to external Web Service
OK, it seems you should just try something before you ask, it was fairly simple, I just mapped the attachment field directly into the WS field that accepted the base64 encoded file data From: Campbell, Paul (Paul) Sent: Thursday, May 09, 2013 1:15 PM To: arslist@ARSLIST.ORG Subject: Sending Attachment from Remedy to external Web Service Has anyone had any luck sending a file in a remedy Attachment field to an external web service that accepts attachments, I have a requirement to send a tar file to a Siebel web service that accepts attachments and looking for pointer on how to do this? Our servers are RH Linux running ARS 7.6.04 with custom apps. I can either send the file from an attachment field or from a file on the servers hard disk. Paul Campbell | Development Team Lead | TSD SSBL, A2R WFE, and ESP Remedy Team | Avaya Client Services | | 1145 Sanctuary Parkway Lake View II Suite 110 Alpharetta, GA 30009 | 678-421-5342 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: huh? financial news for bmc ?
Slow down on the acquisition: Law office of Brodsky Smith, LLC announces that it is investigating potential claims against the Board of Directors of BMC Software, Inc. (“BMC” or the “Company”) (BMC) relating to the proposed acquisition by Bain Capital, Golden Gate Capital, GIC Special Investments and Insight Venture Partners (“Investor Group”). Here's the link: http://finance.yahoo.com/news/shareholder-alert-law-office-brodsky-182900157.html - Original Message - From: Jason Miller jason.mil...@gmail.com To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 12:51:29 PM Subject: Re: huh? financial news for bmc ? ** Great point! I think BMC just got (or will later this year) the upper hand vs.SNOW. BMC *can* now be more flexible while SNOW is now slave to the money. On Thu, May 9, 2013 at 7:17 AM, Lee Cullom lee.cul...@northcraftanalytics.com wrote: Oh, I totally agree that the future of Remedy would be secure. However, I would be pessimistic about revenue growth and new customer acquisition because neither of them (Oracle or SAP) have a specialized ITSM sales force. Pricing would go up, sales team quality down, and product roadmap would be cloudy and buried under products with much larger markets. ITSM is only a $1.5 billion dollar market, so RD dollars would go to the larger markets like CRM ($15 Billion). Also, there would be no hope of Remedy becoming a PaaS as it should. With some architectural changes, Remedy could be the most powerful PaaS on the planet, so I see BMC as the last hope of that happening. Imagine if this community could become part of an AppExchange. Still - to your point, Remedy will survive. In fact, Remedy will survive no matter what happens, but I just harken back to those days when it was thriving... as a separate BU under Dick Stark at BMC (30+% Revenue Growth at that time)... or when Remedy was its own company. The product is still the best. ServiceNow's biggest win was in hiring all of the ex-Remedy sales people and solution consultants (impact of a specialty sales force). That's how they're winning... not to mention their vastly superior support team. Listen to a support call with a ServiceNow customer vs. BMC Support. I've heard them both multiple times since we have customers on both product lines. BMC = Send me your logs, send me your logs, send me your logs. Vs. SNOW = A 2nd or 3rd tier quality person on the front-line. However, given enough time and money, ServiceNow could make their product better. On the flip side, they're a public company now, so watch how their model changes from what I just described. In fact, customers tell me that they already charge for approvers and end users now... the cycle continues. For our latest product demonstrations, please visit – http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly
Re: huh? financial news for bmc ?
Lawyers trolling. If they think it is worth more, the law office of Brodsky Smith LLC should just put in an offer. Oh right, they had their chance and didn't. Or perhaps BMC should have opened itself up to higher bids? Oh right, they did. So what is their point again? That BMC Software should turn down an offer with a slight premium in favour of some potential future gain? So the BMC Board of Directors should gamble but they are based in Houston not Las Vegas. I guess my question is: The Board has recommended accepting the offer, do the shareholders have to go along with it, or does the BMC Board actually have the authority and have authorized the sale to go private and the decision is final? What are the rules? Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: May 9, 2013 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Slow down on the acquisition: Law office of Brodsky Smith, LLC announces that it is investigating potential claims against the Board of Directors of BMC Software, Inc. (�BMC� or the �Company�) (BMC) relating to the proposed acquisition by Bain Capital, Golden Gate Capital, GIC Special Investments and Insight Venture Partners (�Investor Group�). Here's the link: http://finance.yahoo.com/news/shareholder-alert-law-office-brodsky-182900157.html - Original Message - From: Jason Miller jason.mil...@gmail.com To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 12:51:29 PM Subject: Re: huh? financial news for bmc ? ** Great point! �I think BMC just got (or will later this year) the upper hand vs.SNOW. � BMC *can* now be more flexible while SNOW is now slave to the money. On Thu, May 9, 2013 at 7:17 AM, Lee Cullom lee.cul...@northcraftanalytics.com wrote: Oh, I totally agree that the future of Remedy would be secure. �However, I would be pessimistic about revenue growth and new customer acquisition because neither of them (Oracle or SAP) have a specialized ITSM sales force. �Pricing would go up, sales team quality down, and product roadmap would be cloudy and buried under products with much larger markets. �ITSM is only a $1.5 billion dollar market, so RD dollars would go to the larger markets like CRM ($15 Billion). �Also, there would be no hope of Remedy becoming a PaaS as it should. �With some architectural changes, Remedy could be the most powerful PaaS on the planet, so I see BMC as the last hope of that happening. �Imagine if this community could become part of an AppExchange. Still - to your point, Remedy will survive. �In fact, Remedy will survive no matter what happens, but I just harken back to those days when it was thriving... as a separate BU under Dick Stark at BMC (30+% Revenue Growth at that time)... or when Remedy was its own company. The product is still the best. �ServiceNow's biggest win was in hiring all of the ex-Remedy sales people and solution consultants (impact of a specialty sales force). �That's how they're winning... not to mention their vastly superior support team. �Listen to a support call with a ServiceNow customer vs. BMC Support. �I've heard them both multiple times since we have customers on both product lines. �BMC = Send me your logs, send me your logs, send me your logs. �Vs. SNOW = A 2nd or 3rd tier quality person on the front-line. However, given enough time and money, ServiceNow could make their product better. �On the flip side, they're a public company now, so watch how their model changes from what I just described. �In fact, customers tell me that they already charge for approvers and end users now... the cycle continues. For our latest product demonstrations, please visit � http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES �CONFIDENTIAL INFORMATION� AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? �I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) �I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity
Re: huh? financial news for bmc ?
The board said no, then Elliot came in, got some folks on the board and all of a sudden the board came around. So the question becomes what's in it for the board that wasn't there before? More options to exercise? Or did they just 'See the light'? I really don't think there is much interest so Bain is probably the way to go. Doubt it will make any real difference in our lifetime - except that we can now become experts in helping companies migrate from Remedy to other platforms which will keep us working for a VERY long time. Heck, if we could get through upgrades, we can surely get through a migration. I'm in the process of helping a company get off Remedy and go to Service Now. Probably going to be a lot more of that in the future. - Original Message - From: arslist arsl...@danielbloom.ca To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 3:28:32 PM Subject: Re: huh? financial news for bmc ? Lawyers trolling. If they think it is worth more, the law office of Brodsky Smith LLC should just put in an offer. Oh right, they had their chance and didn't. Or perhaps BMC should have opened itself up to higher bids? Oh right, they did. So what is their point again? That BMC Software should turn down an offer with a slight premium in favour of some potential future gain? So the BMC Board of Directors should gamble but they are based in Houston not Las Vegas. I guess my question is: The Board has recommended accepting the offer, do the shareholders have to go along with it, or does the BMC Board actually have the authority and have authorized the sale to go private and the decision is final? What are the rules? Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: May 9, 2013 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Slow down on the acquisition: Law office of Brodsky Smith, LLC announces that it is investigating potential claims against the Board of Directors of BMC Software, Inc. (�BMC� or the �Company�) (BMC) relating to the proposed acquisition by Bain Capital, Golden Gate Capital, GIC Special Investments and Insight Venture Partners (�Investor Group�). Here's the link: http://finance.yahoo.com/news/shareholder-alert-law-office-brodsky-182900157.html - Original Message - From: Jason Miller jason.mil...@gmail.com To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 12:51:29 PM Subject: Re: huh? financial news for bmc ? ** Great point! �I think BMC just got (or will later this year) the upper hand vs.SNOW. � BMC *can* now be more flexible while SNOW is now slave to the money. On Thu, May 9, 2013 at 7:17 AM, Lee Cullom lee.cul...@northcraftanalytics.com wrote: Oh, I totally agree that the future of Remedy would be secure. �However, I would be pessimistic about revenue growth and new customer acquisition because neither of them (Oracle or SAP) have a specialized ITSM sales force. �Pricing would go up, sales team quality down, and product roadmap would be cloudy and buried under products with much larger markets. �ITSM is only a $1.5 billion dollar market, so RD dollars would go to the larger markets like CRM ($15 Billion). �Also, there would be no hope of Remedy becoming a PaaS as it should. �With some architectural changes, Remedy could be the most powerful PaaS on the planet, so I see BMC as the last hope of that happening. �Imagine if this community could become part of an AppExchange. Still - to your point, Remedy will survive. �In fact, Remedy will survive no matter what happens, but I just harken back to those days when it was thriving... as a separate BU under Dick Stark at BMC (30+% Revenue Growth at that time)... or when Remedy was its own company. The product is still the best. �ServiceNow's biggest win was in hiring all of the ex-Remedy sales people and solution consultants (impact of a specialty sales force). �That's how they're winning... not to mention their vastly superior support team. �Listen to a support call with a ServiceNow customer vs. BMC Support. �I've heard them both multiple times since we have customers on both product lines. �BMC = Send me your logs, send me your logs, send me your logs. �Vs. SNOW = A 2nd or 3rd tier quality person on the front-line. However, given enough time and money, ServiceNow could make their product better. �On the flip side, they're a public company now, so watch how their model changes from what I just described. �In fact, customers tell me that they already charge for approvers and end users now... the cycle continues. For our latest product demonstrations, please visit � http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS
Re: Data Import Suggestions
BMC Migrator can be used to migrate the data. Just identify all the required forms and migrate the data for them From: Rüdiger Tams [mailto:ruedi...@tams.de] Sent: 09 May 2013 03:53 Subject: AW: Re: Data Import Suggestions ** Atrium Integration Engine in 7.6.04 is the recommended way to Import Data into CMDB classes. Is the Source Data in flat file Format or in DB tables AIE is usable but has some minor restrictions. Regards Rüdiger From: Jim Coryat (jcoryat) jcor...@micron.commailto:jcor...@micron.com; To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG; Subject: Re: Data Import Suggestions Sent: Wed, May 8, 2013 9:39:58 PM Agreed, but not everyone has an understanding of how to utilize an API level interface. For those, the Remedy Data Import Tool suffices. Jim Coryat x34655 From: Alan Truelove [mailto:truelove.a...@yahoo.com] Sent: Wednesday, May 08, 2013 12:25 PM Subject: Re: Data Import Suggestions ** Use Remedy Java API -- I have done this precise task (Inputting large batch CI -- Access db, EXCEL, csv files, etc etc into Asset forms) several times over the past few years, it is much faster and less troublesome than the standard Remedy tool(s). 571 242 0153. Best wishes. From: Abdullah Baytops abayt...@onefederalsolution.comjavascript:return To: arslist@ARSLIST.ORGjavascript:return Sent: Wednesday, May 8, 2013 11:50 AM Subject: Data Import Suggestions ** I wanted to know what suggestions anyone would have on the easiest way to import information into the (Asset Module ) specifically the AST: Equipment form of ITSM 7.6.04? V/R Abdul Baytops CONFIDENTIALITY NOTICE: This message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. This information is intended only for the use of the individual to whom this e-mail is addressed. If you are not the intended recipient, or the employee or agent responsible to the intended recipient, please notify us by return email or by telephone, and destroy this email along with any attachments. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Moving from Remedy to Service Now
So, Pritch: Since you are doing that for a client right now, what are the reasons for the move, and it sounds like you think it is actually a good move? If so why? I think it behooves us all to know why snow and what it is all about. Daniel In the spirit of: Keep your friends close, and your enemies closer. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: May 9, 2013 4:09 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The board said no, then Elliot came in, got some folks on the board and all of a sudden the board came around. So the question becomes what's in it for the board that wasn't there before? More options to exercise? Or did they just 'See the light'? I really don't think there is much interest so Bain is probably the way to go. Doubt it will make any real difference in our lifetime - except that we can now become experts in helping companies migrate from Remedy to other platforms which will keep us working for a VERY long time. Heck, if we could get through upgrades, we can surely get through a migration. I'm in the process of helping a company get off Remedy and go to Service Now. Probably going to be a lot more of that in the future. - Original Message - From: arslist arsl...@danielbloom.ca To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 3:28:32 PM Subject: Re: huh? financial news for bmc ? Lawyers trolling. If they think it is worth more, the law office of Brodsky Smith LLC should just put in an offer. Oh right, they had their chance and didn't. Or perhaps BMC should have opened itself up to higher bids? Oh right, they did. So what is their point again? That BMC Software should turn down an offer with a slight premium in favour of some potential future gain? So the BMC Board of Directors should gamble but they are based in Houston not Las Vegas. I guess my question is: The Board has recommended accepting the offer, do the shareholders have to go along with it, or does the BMC Board actually have the authority and have authorized the sale to go private and the decision is final? What are the rules? Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: May 9, 2013 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Slow down on the acquisition: Law office of Brodsky Smith, LLC announces that it is investigating potential claims against the Board of Directors of BMC Software, Inc. (?BMC? or the ?Company?) (BMC) relating to the proposed acquisition by Bain Capital, Golden Gate Capital, GIC Special Investments and Insight Venture Partners (?Investor Group?). Here's the link: http://finance.yahoo.com/news/shareholder-alert-law-office-brodsky-182900157.html - Original Message - From: Jason Miller jason.mil...@gmail.com To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 12:51:29 PM Subject: Re: huh? financial news for bmc ? ** Great point! ?I think BMC just got (or will later this year) the upper hand vs.SNOW. ? BMC *can* now be more flexible while SNOW is now slave to the money. On Thu, May 9, 2013 at 7:17 AM, Lee Cullom lee.cul...@northcraftanalytics.com wrote: Oh, I totally agree that the future of Remedy would be secure. ?However, I would be pessimistic about revenue growth and new customer acquisition because neither of them (Oracle or SAP) have a specialized ITSM sales force. ?Pricing would go up, sales team quality down, and product roadmap would be cloudy and buried under products with much larger markets. ?ITSM is only a $1.5 billion dollar market, so RD dollars would go to the larger markets like CRM ($15 Billion). ?Also, there would be no hope of Remedy becoming a PaaS as it should. ?With some architectural changes, Remedy could be the most powerful PaaS on the planet, so I see BMC as the last hope of that happening. ?Imagine if this community could become part of an AppExchange. Still - to your point, Remedy will survive. ?In fact, Remedy will survive no matter what happens, but I just harken back to those days when it was thriving... as a separate BU under Dick Stark at BMC (30+% Revenue Growth at that time)... or when Remedy was its own company. The product is still the best. ?ServiceNow's biggest win was in hiring all of the ex-Remedy sales people and solution consultants (impact of a specialty sales force). ?That's how they're winning... not to mention their vastly superior support team. ?Listen to a support call with a ServiceNow customer vs. BMC Support. ?I've heard them both multiple times since we have customers on both product lines. ?BMC = Send me your logs, send me your logs, send me your logs. ?Vs. SNOW = A 2nd or 3rd tier quality person on the front-line. However, given enough time and money, ServiceNow could make their product better. ?On the flip
Re: BMC Communities Discussion regarding maintaining our environment details on Support Central
Is it a normal process for Support to request the customer to use the log tool to fetch all logs? During the last several cases that I have opened with Support in the last nine months the Support techs have never once mentioned such a tool to me. (I thought it would be better to ask this here rather than muck up the discussion over at Communities. I too have been a victim of being asked for logs more than once and then figuring it out on my own or via the List before Support ever got back to me with anything. -Rick ___ Rick Westbrock QMX Support Services From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, May 08, 2013 23:43 PM To: arslist@ARSLIST.ORG Subject: BMC Communities Discussion regarding maintaining our environment details on Support Central ** Hi all, I thought I would share the link to this discussion here. Over the years many of us have aired our Support rants on the list; sometimes about the the specific question being asked. Login and leave your comments regarding the topic since you have Support's virtual ear. (not quite a) Poll - environment log for Customer Support https://communities.bmc.com/message/320641 Jason _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Communities Discussion regarding maintaining our environment details on Support Central
I've never been asked to use it On Thu, May 9, 2013 at 2:57 PM, Rick Westbrock rwestbr...@qmxs.com wrote: ** Is it a normal process for Support to request the customer to use the “log tool” to fetch all logs? During the last several cases that I have opened with Support in the last nine months the Support techs have never once mentioned such a tool to me. (I thought it would be better to ask this here rather than muck up the discussion over at Communities. ** ** I too have been a victim of being asked for logs more than once and then figuring it out on my own or via the List before Support ever got back to me with anything. ** ** -Rick ** ** ** ** ___ Rick Westbrock QMX Support Services ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Wednesday, May 08, 2013 23:43 PM *To:* arslist@ARSLIST.ORG *Subject:* BMC Communities Discussion regarding maintaining our environment details on Support Central ** ** ** Hi all, ** ** I thought I would share the link to this discussion here. Over the years many of us have aired our Support rants on the list; sometimes about the the specific question being asked. Login and leave your comments regarding the topic since you have Support's virtual ear. ** ** (not quite a) Poll - environment log for Customer Supporthttps://communities.bmc.com/message/320641 ** ** Jason _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Moving from Remedy to Service Now
Without getting into the details - it was pretty much a combination of a financial decision and some business decisions that indirectly affected what system they were using. I can get into a bit more off-line, but it's not something I'm willing to put out on this forum. Admittedly, I wasn't on the inside of the decision making, but I am familiar with their history enough to know that some of the circumstances have nothing to do with Remedy. And in their case, I do understand and think it's a good decision. Contrary to popular belief, not every system is good for everyone. While I do believe in and enjoy working with the Remedy application, it's way too much overkill for some folks. These tools are a means to run their business and when they have to spend much time and effort (and $) in supporting a tool that is suppose to make it easier to run their business then the ROI isn't there. These type of tools do need to be simple, inexpensive and low-maintenance. - Original Message - From: arslist arsl...@danielbloom.ca To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 4:41:32 PM Subject: Moving from Remedy to Service Now So, Pritch: Since you are doing that for a client right now, what are the reasons for the move, and it sounds like you think it is actually a good move? If so why? I think it behooves us all to know why snow and what it is all about. Daniel In the spirit of: Keep your friends close, and your enemies closer. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: May 9, 2013 4:09 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The board said no, then Elliot came in, got some folks on the board and all of a sudden the board came around. So the question becomes what's in it for the board that wasn't there before? More options to exercise? Or did they just 'See the light'? I really don't think there is much interest so Bain is probably the way to go. Doubt it will make any real difference in our lifetime - except that we can now become experts in helping companies migrate from Remedy to other platforms which will keep us working for a VERY long time. Heck, if we could get through upgrades, we can surely get through a migration. I'm in the process of helping a company get off Remedy and go to Service Now. Probably going to be a lot more of that in the future. - Original Message - From: arslist arsl...@danielbloom.ca To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 3:28:32 PM Subject: Re: huh? financial news for bmc ? Lawyers trolling. If they think it is worth more, the law office of Brodsky Smith LLC should just put in an offer. Oh right, they had their chance and didn't. Or perhaps BMC should have opened itself up to higher bids? Oh right, they did. So what is their point again? That BMC Software should turn down an offer with a slight premium in favour of some potential future gain? So the BMC Board of Directors should gamble but they are based in Houston not Las Vegas. I guess my question is: The Board has recommended accepting the offer, do the shareholders have to go along with it, or does the BMC Board actually have the authority and have authorized the sale to go private and the decision is final? What are the rules? Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: May 9, 2013 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Slow down on the acquisition: Law office of Brodsky Smith, LLC announces that it is investigating potential claims against the Board of Directors of BMC Software, Inc. (?BMC? or the ?Company?) (BMC) relating to the proposed acquisition by Bain Capital, Golden Gate Capital, GIC Special Investments and Insight Venture Partners (?Investor Group?). Here's the link: http://finance.yahoo.com/news/shareholder-alert-law-office-brodsky-182900157.html - Original Message - From: Jason Miller jason.mil...@gmail.com To: arslist@ARSLIST.ORG Sent: Thursday, May 9, 2013 12:51:29 PM Subject: Re: huh? financial news for bmc ? ** Great point! ?I think BMC just got (or will later this year) the upper hand vs.SNOW. ? BMC *can* now be more flexible while SNOW is now slave to the money. On Thu, May 9, 2013 at 7:17 AM, Lee Cullom lee.cul...@northcraftanalytics.com wrote: Oh, I totally agree that the future of Remedy would be secure. ?However, I would be pessimistic about revenue growth and new customer acquisition because neither of them (Oracle or SAP) have a specialized ITSM sales force. ?Pricing would go up, sales team quality down, and product roadmap would be cloudy and buried under products with much larger markets. ?ITSM is only a $1.5 billion dollar market, so RD dollars would go to the larger markets like CRM ($15 Billion). ?Also, there would be no hope
Re: huh? financial news for bmc ?
Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it’s a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use Good support and BMC in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly private BMC that needs to invest in ESM. So, I'm thinking... Patrol and it's ilk will end up with Compuware since it will give them a larger stack of monitoring tools. Mainframe/Batch Management - IBM? That would make sense. The new Z's are coming... sure would help to pick up some nice new batch management technology to go with that shiny new hardware and make it part of the Tivoli product line. Service Management - BMC grew the business significantly (per the financials yesterday)... and they need to transition to PaaS (for the Enterprise, that's Remedy) to grow dramatically. That will require investment and innovation (this is an optimistic scenario for ARlist)... and an AppExchange like community (this group) to develop new offerings that are needed to compete with ServiceNow (such as HR Call Center, Facilities Management, etc...). This will require some
Support issues (was huh? financial news for bmc ?)
I feel your pain Howard and it's not just BMC. I was in network engineering for many years and over time our WAN vendor moved from a support center in San Ramon, CA to a call center in the Philippines and we had to immediately ask for a Tier 2 if not Tier 3 tech on the initial call because we all knew far more than the person answering the phone which wasn't the case previously. I have seen the same struggles with BMC's support lately, I've gone to the list before opening a support ticket anymore because I can get an answer (with lots of real world experience behind it) more quickly in most cases. I long for the days when the person taking my support call for Remedy could actually help me work on the problem instead of just being a ticket taker and asking for logs. Sadly most tech support seems to be going that direction for now, I am hoping eventually customers will start pushing back more and we will see support levels improve. -Rick ___ Rick Westbrock QMX Support Services -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Thursday, May 09, 2013 15:01 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it’s a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use Good support and BMC in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate
Re: BMC Communities Discussion regarding maintaining our environment details on Support Central
I have been asked a few times. I think one time I may have surprised them by using it before they asked though. Jason On Thu, May 9, 2013 at 2:18 PM, Longwing, Lj llongw...@usgs.gov wrote: ** I've never been asked to use it On Thu, May 9, 2013 at 2:57 PM, Rick Westbrock rwestbr...@qmxs.comwrote: ** Is it a normal process for Support to request the customer to use the “log tool” to fetch all logs? During the last several cases that I have opened with Support in the last nine months the Support techs have never once mentioned such a tool to me. (I thought it would be better to ask this here rather than muck up the discussion over at Communities. ** ** I too have been a victim of being asked for logs more than once and then figuring it out on my own or via the List before Support ever got back to me with anything. ** ** -Rick ** ** ** ** ___ Rick Westbrock QMX Support Services ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Wednesday, May 08, 2013 23:43 PM *To:* arslist@ARSLIST.ORG *Subject:* BMC Communities Discussion regarding maintaining our environment details on Support Central ** ** ** Hi all, ** ** I thought I would share the link to this discussion here. Over the years many of us have aired our Support rants on the list; sometimes about the the specific question being asked. Login and leave your comments regarding the topic since you have Support's virtual ear. ** ** (not quite a) Poll - environment log for Customer Supporthttps://communities.bmc.com/message/320641 ** ** Jason _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: huh? financial news for bmc ?
Howard, I'm typically on the same side of the fence as you. For more years than I care to count I know more about Remedy than anyone I get on the other end of the email, and I have come to not even contact them for things that aren't 'core' related or to file defects, but I have been in direct contact with some upper level support people as of late. They are actively trying to fix the problems that we have, and seem to truly care. Two days ago I logged a ticket regarding 8.1 overlays in an upgrade scenario, and had a response in less than 3 hours suggesting a WebEx...today I got around to doing that WebEx and he had his team lead on the phone with us. It took 2 hours to get fixed, but got fixed in a single call and required some advanced DB level workso while I still don't go to them unless I can't solve it (which isn't often honestly with personal experience, ARSList, and BMC Communities at hand)the last few times I have contacted them, the experience seems better than it was for many years. On Thu, May 9, 2013 at 4:00 PM, Howard Richter hbr4...@gmail.com wrote: Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it’s a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use Good support and BMC in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service
Re: huh? financial news for bmc ?
That is great to hear. Maybe someone has started to understand that a company needs to support what they sell. Take care, hbr From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Thursday, May 09, 2013 6:19 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? ** Howard, I'm typically on the same side of the fence as you. For more years than I care to count I know more about Remedy than anyone I get on the other end of the email, and I have come to not even contact them for things that aren't 'core' related or to file defects, but I have been in direct contact with some upper level support people as of late. They are actively trying to fix the problems that we have, and seem to truly care. Two days ago I logged a ticket regarding 8.1 overlays in an upgrade scenario, and had a response in less than 3 hours suggesting a WebEx...today I got around to doing that WebEx and he had his team lead on the phone with us. It took 2 hours to get fixed, but got fixed in a single call and required some advanced DB level workso while I still don't go to them unless I can't solve it (which isn't often honestly with personal experience, ARSList, and BMC Communities at hand)the last few times I have contacted them, the experience seems better than it was for many years. On Thu, May 9, 2013 at 4:00 PM, Howard Richter hbr4...@gmail.com wrote: Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it's a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use Good support and BMC in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
How to remove workflow from a 7.6.4 system?
All, We have a 7.6.4 system that has an integration that we need to remove (filters/webservices). We can modify the items in question by creating overlays, however, when we try and remove the items we can only remove the overlays. Since my coding skills are as old as I, (give me the old admin tool) I need to ask the younger members of the last how to remove this workflow. Its disable, I just want to remove what is no longer in use. As always thanks, Hbr ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to remove workflow from a 7.6.4 system?
Howard, You cannot remove base objects. So, if the objects in question are truly Remedy OOTB workflow, then the best you are going to be able to do is create an overlay and change it to disabled. If however the code in question is in fact custom code that should be removed...you can switch your Dev Studio to 'Base Development' Mode (under the file menu)...and you can remove them from there...but if they are BMC OOTB code...don't do this :) FYI, any code that you have in your system that isn't provided by Remedy should be converted to Custom objects, that can be modified just like before 7.6.04 introduced the Overlay concept...and can be deleted without any hassle. On Thu, May 9, 2013 at 4:42 PM, Howard Richter hbr4...@gmail.com wrote: ** All, ** ** We have a 7.6.4 system that has an integration that we need to remove (filters/webservices). We can modify the items in question by creating overlays, however, when we try and remove the items we can only remove the overlays. ** ** Since my coding skills are as old as I, (give me the old admin tool) I need to ask the younger members of the last how to remove this workflow. Its disable, I just want to remove what is no longer in use. ** ** As always thanks, ** ** Hbr _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: HTTP -- HTTPS Redirect
Configure the IIS server to accept only https requests for the arsys application. Then write a java script to do a window location replace when an http request is sent, and use this script to replace the 403 forbidden error. Not clean but it works. John Baker if I remember right suggested a cleaner method to this a few months ago - but I do not recall what his method was. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nowak, James Sent: Thursday, May 09, 2013 8:47 AM To: arslist@ARSLIST.ORG Subject: HTTP -- HTTPS Redirect I have a new 7.6.04 environment that we are standing up. I have configured SSL on my web servers and can login, etc. However I am now trying to setup HTTP--HTTPS redirection w/in IIS and am having some issues. I have tried several different methods and none have worked successfully. Anyone else have success doing this? Any input/feedback/config info would be greatly appreciated. My Web Servers are: Windows 2008 R2 w/ IIS 7.5 and Tomcat 6 Jim Nowak IT Infrastructure TEL: 630.438.7747 | jamesno...@officemax.com 800 W. Bryn Mawr, Itasca IL 60143 | http://www.officemax.com CONFIDENTIALITY NOTICE: The information contained in this e-mail and attached document(s) may contain confidential information that is intended only for the addressee(s). If you are not the intended recipient, you are hereby advised that any disclosure, copying, distribution or the taking of any action in reliance upon the information is prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: HTTP -- HTTPS Redirect
After you force SSL, you can create a custom error response for 403.4 on te login.jsp page in IIS manager. For message type click URL and enter your https URL. There are full step by step on the microsoft support site. Jason On May 9, 2013, at 8:07 PM, Joe D'Souza jdso...@shyle.net wrote: Configure the IIS server to accept only https requests for the arsys application. Then write a java script to do a window location replace when an http request is sent, and use this script to replace the 403 forbidden error. Not clean but it works. John Baker if I remember right suggested a cleaner method to this a few months ago - but I do not recall what his method was. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nowak, James Sent: Thursday, May 09, 2013 8:47 AM To: arslist@ARSLIST.ORG Subject: HTTP -- HTTPS Redirect I have a new 7.6.04 environment that we are standing up. I have configured SSL on my web servers and can login, etc. However I am now trying to setup HTTP--HTTPS redirection w/in IIS and am having some issues. I have tried several different methods and none have worked successfully. Anyone else have success doing this? Any input/feedback/config info would be greatly appreciated. My Web Servers are: Windows 2008 R2 w/ IIS 7.5 and Tomcat 6 Jim Nowak IT Infrastructure TEL: 630.438.7747 | jamesno...@officemax.com 800 W. Bryn Mawr, Itasca IL 60143 | http://www.officemax.com CONFIDENTIALITY NOTICE: The information contained in this e-mail and attached document(s) may contain confidential information that is intended only for the addressee(s). If you are not the intended recipient, you are hereby advised that any disclosure, copying, distribution or the taking of any action in reliance upon the information is prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: HTTP -- HTTPS Redirect
That is exactly what I was proposing - to handle the 403 error, but by way of a javascript which does a replace of the window location from http to https. I do not recall specifics, but I believe there is a better and cleaner way to do this, but for all practical purposes, this should work. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jlbess Sent: Thursday, May 09, 2013 8:25 PM To: arslist@ARSLIST.ORG Subject: Re: HTTP -- HTTPS Redirect After you force SSL, you can create a custom error response for 403.4 on te login.jsp page in IIS manager. For message type click URL and enter your https URL. There are full step by step on the microsoft support site. Jason On May 9, 2013, at 8:07 PM, Joe D'Souza jdso...@shyle.net wrote: Configure the IIS server to accept only https requests for the arsys application. Then write a java script to do a window location replace when an http request is sent, and use this script to replace the 403 forbidden error. Not clean but it works. John Baker if I remember right suggested a cleaner method to this a few months ago - but I do not recall what his method was. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nowak, James Sent: Thursday, May 09, 2013 8:47 AM To: arslist@ARSLIST.ORG Subject: HTTP -- HTTPS Redirect I have a new 7.6.04 environment that we are standing up. I have configured SSL on my web servers and can login, etc. However I am now trying to setup HTTP--HTTPS redirection w/in IIS and am having some issues. I have tried several different methods and none have worked successfully. Anyone else have success doing this? Any input/feedback/config info would be greatly appreciated. My Web Servers are: Windows 2008 R2 w/ IIS 7.5 and Tomcat 6 Jim Nowak IT Infrastructure TEL: 630.438.7747 | jamesno...@officemax.com 800 W. Bryn Mawr, Itasca IL 60143 | http://www.officemax.com CONFIDENTIALITY NOTICE: The information contained in this e-mail and attached document(s) may contain confidential information that is intended only for the addressee(s). If you are not the intended recipient, you are hereby advised that any disclosure, copying, distribution or the taking of any action in reliance upon the information is prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to remove workflow from a 7.6.4 system?
Thanks and its not OOB code, just an old integration from AlarmPoint. Thanks again Hbr Sent from my iPhone 5 On May 9, 2013, at 6:59 PM, Longwing, Lj llongw...@usgs.gov wrote: ** Howard, You cannot remove base objects. So, if the objects in question are truly Remedy OOTB workflow, then the best you are going to be able to do is create an overlay and change it to disabled. If however the code in question is in fact custom code that should be removed...you can switch your Dev Studio to 'Base Development' Mode (under the file menu)...and you can remove them from there...but if they are BMC OOTB code...don't do this :) FYI, any code that you have in your system that isn't provided by Remedy should be converted to Custom objects, that can be modified just like before 7.6.04 introduced the Overlay concept...and can be deleted without any hassle. On Thu, May 9, 2013 at 4:42 PM, Howard Richter hbr4...@gmail.com wrote: ** All, We have a 7.6.4 system that has an integration that we need to remove (filters/webservices). We can modify the items in question by creating overlays, however, when we try and remove the items we can only remove the overlays. Since my coding skills are as old as I, (give me the old admin tool) I need to ask the younger members of the last how to remove this workflow. Its disable, I just want to remove what is no longer in use. As always thanks, Hbr _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to remove workflow from a 7.6.4 system?
Yes that can be removed from the base development mode as LJ explained. Just make sure you switch back to best practices mode though after you do this as you don't want to alter an object by error when in base development. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Thursday, May 09, 2013 8:35 PM To: arslist@ARSLIST.ORG Subject: Re: How to remove workflow from a 7.6.4 system? Thanks and its not OOB code, just an old integration from AlarmPoint. Thanks again Hbr Sent from my iPhone 5 On May 9, 2013, at 6:59 PM, Longwing, Lj llongw...@usgs.gov wrote: ** Howard, You cannot remove base objects. So, if the objects in question are truly Remedy OOTB workflow, then the best you are going to be able to do is create an overlay and change it to disabled. If however the code in question is in fact custom code that should be removed...you can switch your Dev Studio to 'Base Development' Mode (under the file menu)...and you can remove them from there...but if they are BMC OOTB code...don't do this :) FYI, any code that you have in your system that isn't provided by Remedy should be converted to Custom objects, that can be modified just like before 7.6.04 introduced the Overlay concept...and can be deleted without any hassle. On Thu, May 9, 2013 at 4:42 PM, Howard Richter hbr4...@gmail.com wrote: ** All, We have a 7.6.4 system that has an integration that we need to remove (filters/webservices). We can modify the items in question by creating overlays, however, when we try and remove the items we can only remove the overlays. Since my coding skills are as old as I, (give me the old admin tool) I need to ask the younger members of the last how to remove this workflow. Its disable, I just want to remove what is no longer in use. As always thanks, Hbr _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to remove workflow from a 7.6.4 system?
Joe Thanks Sent from my iPhone 5 On May 9, 2013, at 8:42 PM, Joe D'Souza jdso...@shyle.net wrote: ** Yes that can be removed from the base development mode as LJ explained. Just make sure you switch back to best practices mode though after you do this as you don’t want to alter an object by error when in base development. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Thursday, May 09, 2013 8:35 PM To: arslist@ARSLIST.ORG Subject: Re: How to remove workflow from a 7.6.4 system? Thanks and its not OOB code, just an old integration from AlarmPoint. Thanks again Hbr Sent from my iPhone 5 On May 9, 2013, at 6:59 PM, Longwing, Lj llongw...@usgs.gov wrote: ** Howard, You cannot remove base objects. So, if the objects in question are truly Remedy OOTB workflow, then the best you are going to be able to do is create an overlay and change it to disabled. If however the code in question is in fact custom code that should be removed...you can switch your Dev Studio to 'Base Development' Mode (under the file menu)...and you can remove them from there...but if they are BMC OOTB code...don't do this :) FYI, any code that you have in your system that isn't provided by Remedy should be converted to Custom objects, that can be modified just like before 7.6.04 introduced the Overlay concept...and can be deleted without any hassle. On Thu, May 9, 2013 at 4:42 PM, Howard Richter hbr4...@gmail.com wrote: ** All, We have a 7.6.4 system that has an integration that we need to remove (filters/webservices). We can modify the items in question by creating overlays, however, when we try and remove the items we can only remove the overlays. Since my coding skills are as old as I, (give me the old admin tool) I need to ask the younger members of the last how to remove this workflow. Its disable, I just want to remove what is no longer in use. As always thanks, Hbr _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: huh? financial news for bmc ?
I second Lj. BMC support has suddenly turned around (may be since last 2-3 weeks). Things are suddenly getting better. We are hearing response in a matter of few hours and instead of a mail for log, it is the solution that is provided or a webex is scheduled (provided you give the info required). Request for Information cases are also getting thorough attention. We have teams working on quite a number of BMC tools and we're witnessing this phenomenon throughout!. -Raman On Fri, May 10, 2013 at 4:09 AM, Howard Richter hbr4...@gmail.com wrote: ** That is great to hear. Maybe someone has started to understand that a company needs to support what they sell. ** ** Take care, hbr ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj *Sent:* Thursday, May 09, 2013 6:19 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: huh? financial news for bmc ? ** ** ** Howard, I'm typically on the same side of the fence as you. For more years than I care to count I know more about Remedy than anyone I get on the other end of the email, and I have come to not even contact them for things that aren't 'core' related or to file defects, but I have been in direct contact with some upper level support people as of late. They are actively trying to fix the problems that we have, and seem to truly care. Two days ago I logged a ticket regarding 8.1 overlays in an upgrade scenario, and had a response in less than 3 hours suggesting a WebEx...today I got around to doing that WebEx and he had his team lead on the phone with us. It took 2 hours to get fixed, but got fixed in a single call and required some advanced DB level workso while I still don't go to them unless I can't solve it (which isn't often honestly with personal experience, ARSList, and BMC Communities at hand)the last few times I have contacted them, the experience seems better than it was for many years. ** ** On Thu, May 9, 2013 at 4:00 PM, Howard Richter hbr4...@gmail.com wrote:* *** Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it’s a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use Good support and BMC in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up
