Re: Issues while importing def files from Remedy 7.1 to Remedy 9 Env

[vivek garg]

Ok, Thank you Misi and Jarl.
I will take care going froward :)

On Thu, Oct 29, 2015 at 7:07 PM, Misi Mladoniczky  wrote:

> Hi,
>
> I just want to point out that the schema id will be changed even if you
> import
> DEF-files between two 7.1 environments. This is how it works and have
> always
> worked.
>
> This is the main reason why you should use the provided views that map
> schema/field names to the corresponding table and column names.
>
> Best Regards - Misi, RRR AB, http://rrr.se
>
> > Hi
> >
> > Take a look at the archgid command line tool. Its located in the main
> > ARSystem directory. After you have imported your form, you can use this
> > tool to change the schemaid.
> >
> > But I do recomend to use schema views when using SQLs.
> >
> > --
> > J
> >
> > 2015-10-29 10:14 GMT+01:00 Anup Garg :
> >
> >> Hi,
> >>
> >> I am importing Remedy def files from Remedy 7.1 to Remedy 9 but table
> id's
> >> are getting changed after import in arshema form.
> >> Is there a way that we can have the same table id's after import to new
> >> Remedy 9 environment ?
> >> We have many workflows (SQL query, Filters etc ) for which we need table
> >> id to remain same after def files import.
> >> Please let me know how can we achieve it .
> >>
> >>
> >> Thanks,
> >> Vivek
> >>
> >>
> >>
> ___
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> >>
> >
> >
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REST and Remedy8

[frex popo]

anyone attempted integrating JIRA with remedy8 through REST.
I see in bmc/support Rest is only supported in v9.

Regards​

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Re: SLM will not measure SVT's

[John Johnson]

Hi William,

I ran into a similar issue recently and the problem was with the
Qualification Builder form that was associated to the HPD:HelpDesk data
source.

On the data sources form, click on the HPD:HelpDesk record, and then click
on the Advanced tab.

In the "Qualification Builder Form" field make sure that you have the
following form and then rebuild the filters.

It should equal: HPD:HPDSLM:Qualbuilder
It should not equal: SLM:HPDSLM:Qualbuilder

On Fri, Oct 30, 2015 at 3:31 PM William Rentfrow 
wrote:

> **
>
> Hi listers -
>
>
>
> I ran into an interesting issue and I can't figure out the problem.  ITSM
> 9.00.01, SLM on Linux with Oracle.
>
>
>
> We have multiple systems for one customer - ie, development, test, CAT
> (QA/Training), and Production.
>
>
>
> In CAT all service targets (ST) were working as expected.  I then fiddled
> around with the goal types because I was trying to get the "Target Date"
> field in Incident to populate with the next Target date for the attached
> ST's for an incident.  Supposedly you just check the box named "Incident
> Estimated Resolution Tracking" for the "Incident Resolution Time" goal type
> and then save and you're done.
>
>
>
> That didn't work - the Target Dates weren't building.  So I looked at some
> KB's and found some saying you should rebuild all of the rules under the
> Data Sources.  SO I  rebuilt them all for HPD:Help Desk.
>
>
>
> One of the rules failed to build - it is named HPD:Help
> Desk_MeasReqAvailLoopLable - some more KB searches tell me that this is not
> relevant to Incident so it never builds.  I can't confirm that.  I can say
> that before I rebuilt them all they all said "Built Successfully".
>
>
>
> I did try to rebuild everything in our Dev system and it's identical to
> our CAT system.  The same Rule Definition fails to build (which I would
> expect if it wasn't necessary for incident).  I
>
>
>
> Everything works there.  In CAT the ST's attach to the incident but they
> never start measuring.  The "Next Target Date/time" never populates.
>
>
>
> I've bounced the server, compared logs, re-built all of the service
> targets.  I have no idea what is going on.  The Escalation logs show the
> SLM escalations running.
>
>
>
> Out of ideaseverything I know to check has been checked.
>
>
>
> William Rentfrow
>
> wrentf...@stratacominc.com
>
> Office: 715-204-3061 or 701-232-5697x25
>
> Cell: 715-498-5056
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Serious flaw in BMC Remedy Licensing

[Misi Mladoniczky]

Hi,

This might be considered a flaw, and if my information is correct it has been
fixed in version 8.1.f I you use the OVERVIEW CONSOLE in 8.1.x it does NOT
consume any application write licenses. This is something that I have read
somewhere, and I have not tried to prove it myself. So Ryan, are you using a
version prior to 8.1?

In all other circumstances any access to data in a form will "grab" the write
token id one is available. This has worked the same way since the beginning,
and I personally started with version 1.1...

If a license token is not available you will get a FLOATING READ, and will get
an error first when you try to modify data.

As for APPLICATION LICENSES they work the same way, but only "grab" the
license token when you access form data in a form tagged for that specific
applications. Some forms are tagged, and some are not tagged.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Didn't think BMC wanted me to post this on their communities but we have found
> what I would consider a serious flaw in the way that BMC counts a license
> against a user.
>
> Here is the scenario:
>
> User A has been giving a FLOATING license for Incident.   User A has his IT
> home page configured as overview console to display all INC's, CR's, and TASKS
> assigned to his group.
>
> User A's support group has NO incidents assigned to it.
>
> User A logs into Remedy and immediately shows up in license review as
> consuming a "write" license (NOT A READ LICENSE) for Incident.
>
> User A refreshes his overview console every half hour.   Since the "write"
> license doesn't switch back over to "read" for 15 minutes, he is virtually
> consuming a "write" license for Incident all day long.
>
> And this is the really stupid part.  He has never even opened an Incident.
>
>
> What we have found through our use of the RRR License tool is that some of our
> top "Incident License" users are people who have NEVER even opened an
> Incident.   We've taken the list of people who (according to BMC) have
> consumed an Incident "write" license and searched for their login ID in the
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't
> in there.
>
> So, this begs the question.  Has anybody else figured this out?  If so, does
> it bother you as much as it bothers us that a user who has been given an
> Incident User (FLOAT) license and NEVER uses it, can still cost your
> organization money in license fees?
>
> I know we can adjust our licenses and give out Incident viewer but it seems
> like an administrative nightmare to figure out who should get what when the
> real answer would be for the tool to do a better job of counting who is really
> using a license.
>
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>

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Re: Serious flaw in BMC Remedy Licensing

[Brent Goodman]

This issue has been around as far back as 5.x, and maybe even farther. 

Users are given a read license right off the bat. As soon as you issue a 
query/write command against a table/form, you now have a write license.

The overview consoles are the biggest hit because they are querying all over 
the place. With this being the usual landing page for users, well, there goes 
your write license usage.

In my custom monitoring tool, I can see users logging in and within 7 to 45 
seconds, a write license issued. 

There was talk that they would finally address this in v8.x.

Sent from my iPhone

> On Oct 30, 2015, at 10:50 AM, Ryan Nicosia  wrote:
> 
> Didn't think BMC wanted me to post this on their communities but we have 
> found what I would consider a serious flaw in the way that BMC counts a 
> license against a user.
> 
> Here is the scenario:
> 
> User A has been giving a FLOATING license for Incident.   User A has his IT 
> home page configured as overview console to display all INC's, CR's, and 
> TASKS assigned to his group.
> 
> User A's support group has NO incidents assigned to it.
> 
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
> 
> User A refreshes his overview console every half hour.   Since the "write" 
> license doesn't switch back over to "read" for 15 minutes, he is virtually 
> consuming a "write" license for Incident all day long.
> 
> And this is the really stupid part.  He has never even opened an Incident.
> 
> 
> What we have found through our use of the RRR License tool is that some of 
> our top "Incident License" users are people who have NEVER even opened an 
> Incident.   We've taken the list of people who (according to BMC) have 
> consumed an Incident "write" license and searched for their login ID in the 
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't 
> in there.
> 
> So, this begs the question.  Has anybody else figured this out?  If so, does 
> it bother you as much as it bothers us that a user who has been given an 
> Incident User (FLOAT) license and NEVER uses it, can still cost your 
> organization money in license fees?
> 
> I know we can adjust our licenses and give out Incident viewer but it seems 
> like an administrative nightmare to figure out who should get what when the 
> real answer would be for the tool to do a better job of counting who is 
> really using a license.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"

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Re: Serious flaw in BMC Remedy Licensing

[Carl Wilson]

Hi,
Although you have found this, BMC will actually report this as being correct.  
Reasoning being is that with the "Breadcrumb" bar in the newer versions, you 
actually write back to the User Preferences form (and potentially other Forms 
where settings are stored) when opening the various Consoles, Forms and other 
backend forms which in fact does require the "Write" license (so the system 
"switches" to a Write license).
The way the Overview Console, Application Consoles and "Customisable Home Page" 
works in the later version forces the "Write" license due to the above (and 
Search Preferences, etc). 

Is is right or wrong?  Matter of opinion.

I have a number of customers who are currently questioning this logic with BMC 
...

Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: 30 October 2015 22:17
To: arslist@ARSLIST.ORG
Subject: Re: Serious flaw in BMC Remedy Licensing

Hi,

This might be considered a flaw, and if my information is correct it has been 
fixed in version 8.1.f I you use the OVERVIEW CONSOLE in 8.1.x it does NOT 
consume any application write licenses. This is something that I have read 
somewhere, and I have not tried to prove it myself. So Ryan, are you using a 
version prior to 8.1?

In all other circumstances any access to data in a form will "grab" the write 
token id one is available. This has worked the same way since the beginning, 
and I personally started with version 1.1...

If a license token is not available you will get a FLOATING READ, and will get 
an error first when you try to modify data.

As for APPLICATION LICENSES they work the same way, but only "grab" the license 
token when you access form data in a form tagged for that specific 
applications. Some forms are tagged, and some are not tagged.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Didn't think BMC wanted me to post this on their communities but we 
> have found what I would consider a serious flaw in the way that BMC 
> counts a license against a user.
>
> Here is the scenario:
>
> User A has been giving a FLOATING license for Incident.   User A has his IT
> home page configured as overview console to display all INC's, CR's, 
> and TASKS assigned to his group.
>
> User A's support group has NO incidents assigned to it.
>
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
>
> User A refreshes his overview console every half hour.   Since the "write"
> license doesn't switch back over to "read" for 15 minutes, he is 
> virtually consuming a "write" license for Incident all day long.
>
> And this is the really stupid part.  He has never even opened an Incident.
>
>
> What we have found through our use of the RRR License tool is that 
> some of our top "Incident License" users are people who have NEVER even 
> opened an
> Incident.   We've taken the list of people who (according to BMC) have
> consumed an Incident "write" license and searched for their login ID in the
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't
> in there.
>
> So, this begs the question.  Has anybody else figured this out?  If 
> so, does it bother you as much as it bothers us that a user who has 
> been given an Incident User (FLOAT) license and NEVER uses it, can 
> still cost your organization money in license fees?
>
> I know we can adjust our licenses and give out Incident viewer but it 
> seems like an administrative nightmare to figure out who should get 
> what when the real answer would be for the tool to do a better job of 
> counting who is really using a license.
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years"
>

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Re: REST and Remedy8

[frex popo]

sorry forgot to mention, its for consuming a JIRA webservice rather than
publishing a remedy one.
thanks​

On Fri, Oct 30, 2015 at 9:51 AM, frex popo  wrote:

> anyone attempted integrating JIRA with remedy8 through REST.
> I see in bmc/support Rest is only supported in v9.
>
> Regards​
>

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MYIT 2.5 Patch 001 + 404 Hot Found

[BradRemedy]

Hi



I have created a new server running Windows Server 2008 R2 Enterprise and
installed MYIT 2.5 Patch 001 with the installation log having no errors.

I then applied patch 001 as per the BMC Documentation after which I
restarted the entire server and ensured that the SmartIT service was
running.



I am running Java 1.7_60 64 bit and have tested that I can connect to the
mongodb on its port as well as the remedy application server and SQL
database ports using the telnet command.



When I go to the Universal console URL, i am presented with a blank white
page and a spinning loading wheel that keeps on spinning. I cannot even get
to the login page.



When I press F12 in the browser, I can see the following errors:



*http://REMMYIT:9000/myit/rest/content/scripts/web_api
 Failed to load
resource: the server responded with a status of 404 (Not Found)*

*http://
REMMYIT:9000/tenant-custom-res/001/style-myit.css Failed
to load resource: the server responded with a status of 404 (Not Found)*

*http:// REMMYIT:9000/myit/rest/search Failed to load resource: the
server responded with a status of 403 (Forbidden)*

*http://
REMMYIT:9000/tenant-custom-res/001/style-myit.css Failed
to load resource: the server responded with a status of 404 (Not Found)*



Any ideas on why i am getting these errors. We have do no config changes to
this environment besides the patch 001 steps as per the BMC Documentation.


Any advice would be appreciated.



Thanks in advance


Cheers

Brad

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Re: Sending mail via filter/push fields

[Dave Barber]

Sandra - We have to connect via a FQDN, as there are about 20 IP addresses
that can be used (its a rather large system).  And it was definitely
working ... there's been a change somewhere.

Jacques - I am doing that, but it is a rather slow process to engage the
support teams.  The wonders of working in a large corporation!

Regards

Dave

On 29 October 2015 at 16:57, Hennigan, Sandra, CTR, DSS <
sandra.hennigan@dss.mil> wrote:

> For the SMTP rely - check that the ARS server is entered by IP address and
> not by name or FQDN.
>
> Thank you,
>
> Sandra
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Dave Barber
> Sent: Thursday, October 29, 2015 12:02 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Sending mail via filter/push fields
>
> **
> Further on this - mailbox password is correct, we can establish a telnet
> connection from the AR Server to the smtp relay.  Reading up on the broken
> pipe message implies a possible configuration on the smtp relay.  Our
> support teams aren't always that good at providing assistance (but
> sometimes they're surprisingly good).
>
>
> Regards
>
>
> Dave
>
>
> On 29 October 2015 at 14:19, Dave Barber  wrote:
>
>
> Hi Jacques,
>
>
> Its a problem with the mailbox - emaild.sh_log shows "broken pipe"
> - I've re-run the test notifications filter (used to originally confirm
> mailbox operation) and that now fails, triggering the same error.
>
>
> Lovely 
>
>
> Regards
>
>
> Dave
>
>
> On 29 October 2015 at 11:49, Andre, Jacques <
> jacques.an...@centurylink.com> wrote:
>
>
> Hi Dave,
>
> Can you look in the directory "C:\Program Files\BMC
> Software\ARSystem\AREmail\Logs\stderr.log" and stdout.log (or Linux
> equivalent) to see if it contains any obvious errors.
>
> Failing that, I would suggest putting the email engine
> into debug mode (On the test environment if possible) as this would almost
> certainly tell you where the problem is.
>
> Cheers
>
> Jacques Andre
> Senior Software Engineer – BMC Remedy Development and
> Support
> Eskdale Road, Winnersh Triangle, Wokingham, Berkshire,
> RG41 5TS, United Kingdom
> jacques.an...@centurylink.com
>
> CenturyLink Technology UK Ltd | Registered in England |
> Registration No: 3816299
> Registered Office: Eskdale Road, Winnersh Triangle,
> Wokingham, Berkshire
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: 29 October 2015 08:30
> To: arslist@ARSLIST.ORG
> Subject: Re: Sending mail via filter/push fields
>
> Hi,
>
> I am sure you have a good reason, but why not use the
> Notify Action?
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
> (ARSList MVP 2011)
>
> Ask the Remedy Licensing Experts (Best R.O.I. Award at
> WWRUG10/11/12/13):
> * RRR|License - Not enough Remedy licenses? Save money by
> optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze
> your Remedy logs.
> Find these products, and many free tools and utilities, at
> http://rrr.se.
>
> > Hi Fred,
> >
> > I was originally doing that and it was failing, but as
> the Mailbox
> > Name is display only, I figured I'd try removing it.
> >
> > Regards
> >
> > Dave
> >
> >
> >
> > On 28 October 2015 at 18:49, Grooms, Frederick W
> > 
> > wrote:
> >
> >> When you want to send from a “non default” mailbox push
> both the
> >> Mailbox Name and the Mailbox ID to the Email Messages
> form
> >>
> >> Fred
> >>
> >> -Original Message-
> >> From: Action Request System discussion list(ARSList)
> [mailto:
> >> arslist@ARSLIST.ORG] On Behalf Of Dave Barber
> >> Sent: Wednesday, October 28, 2015 8:56 AM
> >> To: arslist@ARSLIST.ORG
> >> Subject: Re: Sending mail via filter/push fields
> >>
> >> **
> >> We can send from either mailbox via a regular "notify"
> filter and
> >> specifying the outgoing mailbox name, its purely when
> we're
> >> performing a send via a push fields to the AR Email
> Messages form.
> >>
> 

People Creation/Modification Web service

[Dinesh Kumar]

Hi Listers,

I want to create a web Service that need to create new people record and
modify people records based on the input data. I searched for OOTB web
service but i couldn't find in 8.1 . I have tried creating staging form and
using people template to create people but its take more than 5 mins to
create one people record(with 10 support group and 20 roles) .

Is there any best way to do this kind of WS integration for People
Creation/Modification ?

Advance Thanks,
Dinesh kumar.

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Re: Serious flaw in BMC Remedy Licensing

[Mueller, Doug]

Folks,

First, at the start of the thread, there was no version of the product listed.  
And, as Misi has called out, there was a flaw with how the overview console was 
constructed and working that would cause a license of the application to be 
grabbed just for opening the overview consol.  And, as Misi also called out, 
that flaw was corrected with the 8.1 release of the system so that opening just 
the overview console will not grab a token.  We decided that just looking at 
the list in the overview console should not be considered interaction with the 
application.

Second, the system is constructed to obtain your token when you interact with 
the application (or system for an AR System license) to do work.  That is 
either read or write, it obtains your assigned token type.  So, if you OPEN an 
incident, you will indeed grab your incident token.

So, I suspect that the issue from the original message is present because the 
version of the applications is pre 8.1 (if it is 8.1 or later, then have a 
conversation with support because just opening the overview console without 
opening a ticket from that console or opening up other forms in the application 
should not obtain a license from 8.1 and later).

The behavior of floating licenses has been and remains if you do actual 
interaction with the application, you will obtain a token.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, October 30, 2015 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Serious flaw in BMC Remedy Licensing

Hi,

This might be considered a flaw, and if my information is correct it has been 
fixed in version 8.1.f I you use the OVERVIEW CONSOLE in 8.1.x it does NOT 
consume any application write licenses. This is something that I have read 
somewhere, and I have not tried to prove it myself. So Ryan, are you using a 
version prior to 8.1?

In all other circumstances any access to data in a form will "grab" the write 
token id one is available. This has worked the same way since the beginning, 
and I personally started with version 1.1...

If a license token is not available you will get a FLOATING READ, and will get 
an error first when you try to modify data.

As for APPLICATION LICENSES they work the same way, but only "grab" the license 
token when you access form data in a form tagged for that specific 
applications. Some forms are tagged, and some are not tagged.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Didn't think BMC wanted me to post this on their communities but we 
> have found what I would consider a serious flaw in the way that BMC 
> counts a license against a user.
>
> Here is the scenario:
>
> User A has been giving a FLOATING license for Incident.   User A has his IT
> home page configured as overview console to display all INC's, CR's, 
> and TASKS assigned to his group.
>
> User A's support group has NO incidents assigned to it.
>
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
>
> User A refreshes his overview console every half hour.   Since the "write"
> license doesn't switch back over to "read" for 15 minutes, he is 
> virtually consuming a "write" license for Incident all day long.
>
> And this is the really stupid part.  He has never even opened an Incident.
>
>
> What we have found through our use of the RRR License tool is that 
> some of our top "Incident License" users are people who have NEVER even 
> opened an
> Incident.   We've taken the list of people who (according to BMC) have
> consumed an Incident "write" license and searched for their login ID in the
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't
> in there.
>
> So, this begs the question.  Has anybody else figured this out?  If 
> so, does it bother you as much as it bothers us that a user who has 
> been given an Incident User (FLOAT) license and NEVER uses it, can 
> still cost your organization money in license fees?
>
> I know we can adjust our licenses and give out Incident viewer but it 
> seems like an administrative nightmare to figure out who should get 
> what when the real answer would be for the tool to do a better job of 
> counting who is really using a license.
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years"
>

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Re: REST and Remedy8

[LJ LongWing]

Frex,
The plugin I wrote for Engage this year (
http://remedylegacy.com/tools/restful-api-plugin/) does exactly what you
are looking for.  You install the plugin (per instructions) and it allows
for consumption of Restful services, in all 'modern' versions of Remedy all
the way back to 7.x.  Even 9.x doesn't support consumption of Restful
services...so, this plugin is the only method I'm aware of that's available
to the public for free that allows this.

On Fri, Oct 30, 2015 at 2:51 AM, frex popo  wrote:

> **
> anyone attempted integrating JIRA with remedy8 through REST.
> I see in bmc/support Rest is only supported in v9.
>
> Regards​
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Parameter which controls Change Request open\modify

[Gordon Frank]

Hello,

I believe there is a parameter which controls the immediate workflow of
Change Requests. I can't remember it.

The scenario is:
1. Bring up Change Request - New
2. Submit a New Change Request
3. The submitted change request is echoed back to the Change Request screen
for further modification or "Next Stage."

I know I'm going to say "That's Right!" when someone reminds me, but I am
currently having a Senior moment.

Thanks up front!

-- 

 [image: Crab]
Gordon M. Frank
ITIL V3 Foundation Certified
Security + Certified
Mobile: 410-689-9373

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Database Version Compatibility

[Hennigan, Sandra, CTR, DSS]

Sorry to ask but I am getting "Server Hang-up" trying to access the BMC 
Compatibility site and of course I need an answer immediately.

We are currently using ARS & ITSM 8.1.01 to SQL Server 2008 R2 SP3.

The organization wants to upgrade SQL to SQL12 R2 DB.

Anyone out there know if ITSM 8.1.01 can use SQL12 R2 DB?

Any "gottyas" to be concerned about? We are lucky enough to have a good 
PRE-PROD environment and everything will be well tested before deploying to 
production so that is not a concern; I just need an answer for management.


Thank you - I appreciate your assistance.

Sandra



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smime.p7s
Description: S/MIME cryptographic signature

Re: Parameter which controls Change Request open\modify

[Gordon Frank]

Thanks for the feedback. That's Right!!

Like Dan Bloom says, "The answers are here on ARSLIST!"

On Fri, Oct 30, 2015 at 9:43 AM, Lotz, David  wrote:

> **
>
> It’s on the Application Preferences form. You can set it to bring up a new
> ticket or the one you just saved. Settings for Incident, Problem, Change…
>
>
>
> Dave
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Gordon Frank
> *Sent:* Friday, October 30, 2015 9:40 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Parameter which controls Change Request open\modify
>
>
>
> **
>
> Hello,
>
>
>
> I believe there is a parameter which controls the immediate workflow of
> Change Requests. I can't remember it.
>
>
>
> The scenario is:
>
> 1. Bring up Change Request - New
>
> 2. Submit a New Change Request
>
> 3. The submitted change request is echoed back to the Change Request
> screen for further modification or "Next Stage."
>
>
>
> I know I'm going to say "That's Right!" when someone reminds me, but I am
> currently having a Senior moment.
>
>
>
> Thanks up front!
>
>
>
> --
>
>  [image: Crab]
>
> Gordon M. Frank
> ITIL V3 Foundation Certified
>
> Security + Certified
> Mobile: 410-689-9373
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> This e-mail transmission contains information that is confidential and may
> be privileged.  It is intended only for the addressee(s) named above. If
> you receive this e-mail in error, please do not read, copy or disseminate
> it in any manner. If you are not the intended recipient, any disclosure,
> copying, distribution or use of the contents of this information is
> prohibited. Please reply to the message immediately by informing the sender
> that the message was misdirected. After replying, please erase it from your
> computer system. Your assistance in correcting this error is appreciated.
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 

 [image: Crab]
Gordon M. Frank
ITIL V3 Foundation Certified
Security + Certified
Mobile: 410-689-9373

___
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Re: Parameter which controls Change Request open\modify

[Lotz, David]

It’s on the Application Preferences form. You can set it to bring up a new 
ticket or the one you just saved. Settings for Incident, Problem, Change…

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank
Sent: Friday, October 30, 2015 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Parameter which controls Change Request open\modify

**
Hello,

I believe there is a parameter which controls the immediate workflow of Change 
Requests. I can't remember it.

The scenario is:
1. Bring up Change Request - New
2. Submit a New Change Request
3. The submitted change request is echoed back to the Change Request screen for 
further modification or "Next Stage."

I know I'm going to say "That's Right!" when someone reminds me, but I am 
currently having a Senior moment.

Thanks up front!

--

 [Crab]
Gordon M. Frank
ITIL V3 Foundation Certified
Security + Certified
Mobile: 410-689-9373
_ARSlist: "Where the Answers Are" and have been for 20 years_

This e-mail transmission contains information that is confidential and may be 
privileged.   It is intended only for the addressee(s) named above. If you 
receive this e-mail in error, please do not read, copy or disseminate it in any 
manner. If you are not the intended recipient, any disclosure, copying, 
distribution or use of the contents of this information is prohibited. Please 
reply to the message immediately by informing the sender that the message was 
misdirected. After replying, please erase it from your computer system. Your 
assistance in correcting this error is appreciated.


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SLM will not measure SVT's

[William Rentfrow]

Hi listers -

I ran into an interesting issue and I can't figure out the problem.  ITSM 
9.00.01, SLM on Linux with Oracle.

We have multiple systems for one customer - ie, development, test, CAT 
(QA/Training), and Production.

In CAT all service targets (ST) were working as expected.  I then fiddled 
around with the goal types because I was trying to get the "Target Date" field 
in Incident to populate with the next Target date for the attached ST's for an 
incident.  Supposedly you just check the box named "Incident Estimated 
Resolution Tracking" for the "Incident Resolution Time" goal type and then save 
and you're done.

That didn't work - the Target Dates weren't building.  So I looked at some KB's 
and found some saying you should rebuild all of the rules under the Data 
Sources.  SO I  rebuilt them all for HPD:Help Desk.

One of the rules failed to build - it is named HPD:Help 
Desk_MeasReqAvailLoopLable - some more KB searches tell me that this is not 
relevant to Incident so it never builds.  I can't confirm that.  I can say that 
before I rebuilt them all they all said "Built Successfully".

I did try to rebuild everything in our Dev system and it's identical to our CAT 
system.  The same Rule Definition fails to build (which I would expect if it 
wasn't necessary for incident).  I

Everything works there.  In CAT the ST's attach to the incident but they never 
start measuring.  The "Next Target Date/time" never populates.

I've bounced the server, compared logs, re-built all of the service targets.  I 
have no idea what is going on.  The Escalation logs show the SLM escalations 
running.

Out of ideaseverything I know to check has been checked.

William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056


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Re: Serious flaw in BMC Remedy Licensing

[Ryan Nicosia]

The issue isn't about logging out so much as the way a "float" license should 
be working.  As it is advertised, I can provide a float license to XX amount of 
users and they should only register as "write" when they need to work in that 
module.

So, if I log in to Remedy and have an overview console open and never open a CR 
and INC, why would I need to consume a write license?  That real answer is I 
shouldn't.  Until I go and work a ticket, that "float" license should be 
available for anybody else to consume in my opinion.

The simple action of the Overview console conducting a query in the background 
for all assigned tickets should not automatically register anything other than 
a "read" license.   The problem is, that isn't happening and as a result, we 
have people with "Incident User" who have never worked on, searched for, or 
opened an INC record that are showing up as consuming a "write" license for 
Incident for several hours in a 3 week period.

As a result, the user.log tells BMC we need to purchase more licenses when in 
fact, we really don't.

I understand most of this can be mitigated by us changing those people to 
"Incident Viewer" but that is an overhead nightmare when maintaining thousands 
of support users.   I'd rather give every support user all the floats they need 
and if they never "use" them then I should not be registering them as consuming 
a "write" license.

We are talking potentially hundreds of thousands of dollars that have been 
spent over the years.

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Re: Serious flaw in BMC Remedy Licensing

[Ryan Nicosia]

Will,

Precisely my point.  If I change that same user to Incident Viewer and he logs 
in, he can still function in Overview console.  As soon as we change him back 
to Incident User and he logs back in, he consumes a "write" license immediately.

After 15 minutes with no refresh in overview, it goes back to "read".  So, it 
is in fact consuming a "write" license by virtue of the overview console 
performing the query in the background of searching for any assigned incidents 
for that support user or the group(s) he belongs to.

Just doesn't add up.   Other than adding up to a bunch of money.

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Re: Sending mail via filter/push fields

[Andre, Jacques]

Morning Dave,

Since your login is good, you should ask the folks who look after the mail 
relay server to check the relay server logs. If there is nothing obvious in 
those logs, then I would strongly recommend running the email engine in debug 
mode and then re-producing the issue.

We had a similar issue where the mails were failing, as the relay server was 
configured to only allow emails to certain domains.

Kind regards

Jacques Andre
Senior Software Engineer – BMC Remedy Development and Support
Eskdale Road, Winnersh Triangle, Wokingham, Berkshire, RG41 5TS, United Kingdom
jacques.an...@centurylink.com

CenturyLink Technology UK Ltd | Registered in England | Registration No: 3816299
Registered Office: Eskdale Road, Winnersh Triangle, Wokingham, Berkshire


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: 29 October 2015 16:57
To: arslist@ARSLIST.ORG
Subject: Re: Sending mail via filter/push fields

For the SMTP rely - check that the ARS server is entered by IP address and not 
by name or FQDN.

Thank you,

Sandra


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Thursday, October 29, 2015 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sending mail via filter/push fields

**
Further on this - mailbox password is correct, we can establish a telnet 
connection from the AR Server to the smtp relay.  Reading up on the broken pipe 
message implies a possible configuration on the smtp relay.  Our support teams 
aren't always that good at providing assistance (but sometimes they're 
surprisingly good).


Regards


Dave


On 29 October 2015 at 14:19, Dave Barber  wrote:


Hi Jacques,


Its a problem with the mailbox - emaild.sh_log shows "broken pipe" - 
I've re-run the test notifications filter (used to originally confirm mailbox 
operation) and that now fails, triggering the same error.


Lovely 


Regards


Dave


On 29 October 2015 at 11:49, Andre, Jacques 
 wrote:


Hi Dave,

Can you look in the directory "C:\Program Files\BMC 
Software\ARSystem\AREmail\Logs\stderr.log" and stdout.log (or Linux equivalent) 
to see if it contains any obvious errors.

Failing that, I would suggest putting the email engine into 
debug mode (On the test environment if possible) as this would almost certainly 
tell you where the problem is.

Cheers

Jacques Andre
Senior Software Engineer – BMC Remedy Development and Support
Eskdale Road, Winnersh Triangle, Wokingham, Berkshire, RG41 
5TS, United Kingdom
jacques.an...@centurylink.com

CenturyLink Technology UK Ltd | Registered in England | 
Registration No: 3816299
Registered Office: Eskdale Road, Winnersh Triangle, Wokingham, 
Berkshire



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: 29 October 2015 08:30
To: arslist@ARSLIST.ORG
Subject: Re: Sending mail via filter/push fields

Hi,

I am sure you have a good reason, but why not use the Notify 
Action?

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList 
MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at 
WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by 
optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your 
Remedy logs.
Find these products, and many free tools and utilities, at 
http://rrr.se.

> Hi Fred,
>
> I was originally doing that and it was failing, but as the 
Mailbox
> Name is display only, I figured I'd try removing it.
>
> Regards
>
> Dave
>
>
>
> On 28 October 2015 at 18:49, Grooms, Frederick W
> 
> wrote:
>
>> When you want to send from a “non default” mailbox push both 
the
>> Mailbox Name and the Mailbox ID to the Email Messages form
>>
>> Fred
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Dave Barber
>> Sent: Wednesday, October 28, 2015 8:56 AM
>> To: arslist@ARSLIST.ORG
  

Re: Nested PDT'S - Yes or No?

[Ali Khan]

Point noted.

 

Thanks Carl for the response.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, October 30, 2015 07:33
To: arslist@ARSLIST.ORG
Subject: Re: Nested PDT'S - Yes or No?

 

** 

Hi,

The only issue is the export/import of these requests.  I have found that
you have to export them individually as the DMT cannot handle the nested
PDT's.

I have used a couple of nested PDT's in a process where I pass in variables
from the Parent PDT (Internal) with no issues, the only caveat was the above
when moving between environments.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ali Khan
Sent: 29 October 2015 18:05
To: arslist@ARSLIST.ORG  
Subject: Nested PDT'S - Yes or No?

 

** 

SRM Experts,

 

I've a small question, are there any outstanding issues using Nested PDT'S
(Process Definition Template) in a SRD?

 

SRM Version 8.1.02.

 

Thanks.

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

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


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Re: Serious flaw in BMC Remedy Licensing

[Fannin, Teresa S.]

So you are saying you have a  incident Floating license  for a person that does 
not need it?  A floating license is a write license how would you except the 
system to log you in  with a read license as if the system knows you do not 
plan to actual use your Floating license.   Just because your group has no 
assigned tickets to you.
You want the system to log you in with your floating license determine that 
there are no tickets assigned to any groups that you belong to and set your 
license to read.Also would that be if have never been assigned a ticket or 
just the open tickets.And if you are logged in with read license and you 
get assigned an Incident then the read license changes to Write?
Am I missing something?
Teresa


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Friday, October 30, 2015 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Serious flaw in BMC Remedy Licensing

Personaly I don't see why you could not post this on bmc community but ok :) I 
am no license expert so well, did you contact bmc support or someone from BMC 
about it?
In which version are you?

Mobilis in Mobile.

> Le 30 oct. 2015 à 18:50, Ryan Nicosia  a écrit :
> 
> Didn't think BMC wanted me to post this on their communities but we have 
> found what I would consider a serious flaw in the way that BMC counts a 
> license against a user.
> 
> Here is the scenario:
> 
> User A has been giving a FLOATING license for Incident.   User A has his IT 
> home page configured as overview console to display all INC's, CR's, and 
> TASKS assigned to his group.
> 
> User A's support group has NO incidents assigned to it.
> 
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
> 
> User A refreshes his overview console every half hour.   Since the "write" 
> license doesn't switch back over to "read" for 15 minutes, he is virtually 
> consuming a "write" license for Incident all day long.
> 
> And this is the really stupid part.  He has never even opened an Incident.
> 
> 
> What we have found through our use of the RRR License tool is that some of 
> our top "Incident License" users are people who have NEVER even opened an 
> Incident.   We've taken the list of people who (according to BMC) have 
> consumed an Incident "write" license and searched for their login ID in the 
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't 
> in there.
> 
> So, this begs the question.  Has anybody else figured this out?  If so, does 
> it bother you as much as it bothers us that a user who has been given an 
> Incident User (FLOAT) license and NEVER uses it, can still cost your 
> organization money in license fees?
> 
> I know we can adjust our licenses and give out Incident viewer but it seems 
> like an administrative nightmare to figure out who should get what when the 
> real answer would be for the tool to do a better job of counting who is 
> really using a license.
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years"

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Serious flaw in BMC Remedy Licensing

[Ryan Nicosia]

Didn't think BMC wanted me to post this on their communities but we have found 
what I would consider a serious flaw in the way that BMC counts a license 
against a user.

Here is the scenario:

User A has been giving a FLOATING license for Incident.   User A has his IT 
home page configured as overview console to display all INC's, CR's, and TASKS 
assigned to his group.

User A's support group has NO incidents assigned to it.

User A logs into Remedy and immediately shows up in license review as consuming 
a "write" license (NOT A READ LICENSE) for Incident.

User A refreshes his overview console every half hour.   Since the "write" 
license doesn't switch back over to "read" for 15 minutes, he is virtually 
consuming a "write" license for Incident all day long.

And this is the really stupid part.  He has never even opened an Incident.


What we have found through our use of the RRR License tool is that some of our 
top "Incident License" users are people who have NEVER even opened an Incident. 
  We've taken the list of people who (according to BMC) have consumed an 
Incident "write" license and searched for their login ID in the HPD audit log 
and work log forms.   To our amazement, over 1/4 of them aren't in there.

So, this begs the question.  Has anybody else figured this out?  If so, does it 
bother you as much as it bothers us that a user who has been given an Incident 
User (FLOAT) license and NEVER uses it, can still cost your organization money 
in license fees?

I know we can adjust our licenses and give out Incident viewer but it seems 
like an administrative nightmare to figure out who should get what when the 
real answer would be for the tool to do a better job of counting who is really 
using a license.

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Re: Serious flaw in BMC Remedy Licensing

[laurent matheo]

Personaly I don't see why you could not post this on bmc community but ok :)
I am no license expert so well, did you contact bmc support or someone from BMC 
about it?
In which version are you?

Mobilis in Mobile.

> Le 30 oct. 2015 à 18:50, Ryan Nicosia  a écrit :
> 
> Didn't think BMC wanted me to post this on their communities but we have 
> found what I would consider a serious flaw in the way that BMC counts a 
> license against a user.
> 
> Here is the scenario:
> 
> User A has been giving a FLOATING license for Incident.   User A has his IT 
> home page configured as overview console to display all INC's, CR's, and 
> TASKS assigned to his group.
> 
> User A's support group has NO incidents assigned to it.
> 
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
> 
> User A refreshes his overview console every half hour.   Since the "write" 
> license doesn't switch back over to "read" for 15 minutes, he is virtually 
> consuming a "write" license for Incident all day long.
> 
> And this is the really stupid part.  He has never even opened an Incident.
> 
> 
> What we have found through our use of the RRR License tool is that some of 
> our top "Incident License" users are people who have NEVER even opened an 
> Incident.   We've taken the list of people who (according to BMC) have 
> consumed an Incident "write" license and searched for their login ID in the 
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't 
> in there.
> 
> So, this begs the question.  Has anybody else figured this out?  If so, does 
> it bother you as much as it bothers us that a user who has been given an 
> Incident User (FLOAT) license and NEVER uses it, can still cost your 
> organization money in license fees?
> 
> I know we can adjust our licenses and give out Incident viewer but it seems 
> like an administrative nightmare to figure out who should get what when the 
> real answer would be for the tool to do a better job of counting who is 
> really using a license.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"

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Re: Serious flaw in BMC Remedy Licensing

[Lippincott, Levi (OMA-GIS)]

Ryan,

We ran into this issue too and when we spoke to BMC about this they said this 
was operating as designed because when someone first logs into the system and 
views the data it writes to some logs and therefore needs a write license.

Our user base that was experiencing this issue though did not live in the 
system all day so we just had to train them when they closed the system to 
actually hit the Logout link so they freed that license up immediately for 
others. 

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Friday, October 30, 2015 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Serious flaw in BMC Remedy Licensing

Personaly I don't see why you could not post this on bmc community but ok :) I 
am no license expert so well, did you contact bmc support or someone from BMC 
about it?
In which version are you?

Mobilis in Mobile.

> Le 30 oct. 2015 à 18:50, Ryan Nicosia  a écrit :
> 
> Didn't think BMC wanted me to post this on their communities but we have 
> found what I would consider a serious flaw in the way that BMC counts a 
> license against a user.
> 
> Here is the scenario:
> 
> User A has been giving a FLOATING license for Incident.   User A has his IT 
> home page configured as overview console to display all INC's, CR's, and 
> TASKS assigned to his group.
> 
> User A's support group has NO incidents assigned to it.
> 
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
> 
> User A refreshes his overview console every half hour.   Since the "write" 
> license doesn't switch back over to "read" for 15 minutes, he is virtually 
> consuming a "write" license for Incident all day long.
> 
> And this is the really stupid part.  He has never even opened an Incident.
> 
> 
> What we have found through our use of the RRR License tool is that some of 
> our top "Incident License" users are people who have NEVER even opened an 
> Incident.   We've taken the list of people who (according to BMC) have 
> consumed an Incident "write" license and searched for their login ID in the 
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't 
> in there.
> 
> So, this begs the question.  Has anybody else figured this out?  If so, does 
> it bother you as much as it bothers us that a user who has been given an 
> Incident User (FLOAT) license and NEVER uses it, can still cost your 
> organization money in license fees?
> 
> I know we can adjust our licenses and give out Incident viewer but it seems 
> like an administrative nightmare to figure out who should get what when the 
> real answer would be for the tool to do a better job of counting who is 
> really using a license.
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years"

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Re: Serious flaw in BMC Remedy Licensing

[William Rentfrow]

That answer below is not in line with how I understand licensing to work.  

In the ITSM apps the license really exists to modify existing records.  
Assuming you are in Submitter Locked mode - which I think the vast majority of 
people are - a user logging in and having workflow create new records in some 
kind of log should not take a license token.  

Also, if you can change that user to read license, Incident Viewer and the log 
in with no problems are they still writing to log files? If so then obviously 
the floating user didn't need to take a token.  And if not then the floating 
user doesn't need to write to logs either.

I would take this up with BMC.  It seems to be in conflict with everything I've 
ever heard about how/when floating tokens are actually taken.

William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lippincott, Levi (OMA-GIS)
Sent: Friday, October 30, 2015 1:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Serious flaw in BMC Remedy Licensing

Ryan,

We ran into this issue too and when we spoke to BMC about this they said this 
was operating as designed because when someone first logs into the system and 
views the data it writes to some logs and therefore needs a write license.

Our user base that was experiencing this issue though did not live in the 
system all day so we just had to train them when they closed the system to 
actually hit the Logout link so they freed that license up immediately for 
others. 

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Friday, October 30, 2015 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Serious flaw in BMC Remedy Licensing

Personaly I don't see why you could not post this on bmc community but ok :) I 
am no license expert so well, did you contact bmc support or someone from BMC 
about it?
In which version are you?

Mobilis in Mobile.

> Le 30 oct. 2015 à 18:50, Ryan Nicosia  a écrit :
> 
> Didn't think BMC wanted me to post this on their communities but we have 
> found what I would consider a serious flaw in the way that BMC counts a 
> license against a user.
> 
> Here is the scenario:
> 
> User A has been giving a FLOATING license for Incident.   User A has his IT 
> home page configured as overview console to display all INC's, CR's, and 
> TASKS assigned to his group.
> 
> User A's support group has NO incidents assigned to it.
> 
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
> 
> User A refreshes his overview console every half hour.   Since the "write" 
> license doesn't switch back over to "read" for 15 minutes, he is virtually 
> consuming a "write" license for Incident all day long.
> 
> And this is the really stupid part.  He has never even opened an Incident.
> 
> 
> What we have found through our use of the RRR License tool is that some of 
> our top "Incident License" users are people who have NEVER even opened an 
> Incident.   We've taken the list of people who (according to BMC) have 
> consumed an Incident "write" license and searched for their login ID in the 
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't 
> in there.
> 
> So, this begs the question.  Has anybody else figured this out?  If so, does 
> it bother you as much as it bothers us that a user who has been given an 
> Incident User (FLOAT) license and NEVER uses it, can still cost your 
> organization money in license fees?
> 
> I know we can adjust our licenses and give out Incident viewer but it seems 
> like an administrative nightmare to figure out who should get what when the 
> real answer would be for the tool to do a better job of counting who is 
> really using a license.
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years"

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Unless you are the intended recipient (or authorized to receive this message 
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Re: Serious flaw in BMC Remedy Licensing

[John Sundberg]

Couldn’t agree more — see this on community:

https://communities.bmc.com/ideas/1515

Vote it up :)


-John



On Fri, Oct 30, 2015 at 12:50 PM, Ryan Nicosia 
wrote:

> Didn't think BMC wanted me to post this on their communities but we have
> found what I would consider a serious flaw in the way that BMC counts a
> license against a user.
>
> Here is the scenario:
>
> User A has been giving a FLOATING license for Incident.   User A has his
> IT home page configured as overview console to display all INC's, CR's, and
> TASKS assigned to his group.
>
> User A's support group has NO incidents assigned to it.
>
> User A logs into Remedy and immediately shows up in license review as
> consuming a "write" license (NOT A READ LICENSE) for Incident.
>
> User A refreshes his overview console every half hour.   Since the "write"
> license doesn't switch back over to "read" for 15 minutes, he is virtually
> consuming a "write" license for Incident all day long.
>
> And this is the really stupid part.  He has never even opened an Incident.
>
>
> What we have found through our use of the RRR License tool is that some of
> our top "Incident License" users are people who have NEVER even opened an
> Incident.   We've taken the list of people who (according to BMC) have
> consumed an Incident "write" license and searched for their login ID in the
> HPD audit log and work log forms.   To our amazement, over 1/4 of them
> aren't in there.
>
> So, this begs the question.  Has anybody else figured this out?  If so,
> does it bother you as much as it bothers us that a user who has been given
> an Incident User (FLOAT) license and NEVER uses it, can still cost your
> organization money in license fees?
>
> I know we can adjust our licenses and give out Incident viewer but it
> seems like an administrative nightmare to figure out who should get what
> when the real answer would be for the tool to do a better job of counting
> who is really using a license.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 

*John Sundberg*
Kinetic Data, Inc.
"Your business. Your process."

651-556-0930 I john.sundb...@kineticdata.com
www.kineticdata.com I community.kineticdata.com

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