Re: Time Zone for UTC
Remedy should have a timezone for GMT or "Greenwich Mean Time" that is the reference we need without all the fiddling around we have to do now. Sheesh. Please fix this BMC, you are 20 years behind everybody. On Fri, Sep 18, 2015 at 6:10 PM, Mueller, Dougwrote: > ** > > Folks, > > > > Some more testing showed inconsistency with the Casablanca site. It > should work as Morocco does not use DST but I guess other countries in that > area do. > > > > You found one of the others that works consistently. > > > > Another option is to use Iceland. Now, it turns out that this is not on > the menu, but it is a supported option. So, you have to modify the menu > > > > ARUserPref:TimeZone > > > > And add the choice > > > > Iceland > > > > And if you select that, it works as well. That country doesn’t use DST > either and never has and there is nothing else out there in the middle of > the Atlantic so no confusion….. > > > > > > Anyway, one already on the menu. One that you can add instead. Two > different options for getting what you need. > > > > The challenge we have is that we are using a standard library for doing > all the timezone work. We have to go with the list of things that the > library supports. And GMT is not one of the options. > > > > The full list of items (and if they are not on the menu above, they could > be added and the system will support them – like Iceland (and this was > tested across several systems and it does seem to be working consistently > on all). > > > > Another that may hold promise is Etc/GMT. Don’t know if that is on the > menu or not – but again, it could be added….. > > > > > > But, I have to say, setting a timezone to Timbuktu is pretty hard to > beat > > > > > > These are valid timezone names we loading from ICU libraries: > > ACT > > AET > > AGT > > ART > > AST > > Africa/Abidjan > > Africa/Accra > > Africa/Addis_Ababa > > Africa/Algiers > > Africa/Asmara > > Africa/Asmera > > Africa/Bamako > > Africa/Bangui > > Africa/Banjul > > Africa/Bissau > > Africa/Blantyre > > Africa/Brazzaville > > Africa/Bujumbura > > Africa/Cairo > > Africa/Casablanca > > Africa/Ceuta > > Africa/Conakry > > Africa/Dakar > > Africa/Dar_es_Salaam > > Africa/Djibouti > > Africa/Douala > > Africa/El_Aaiun > > Africa/Freetown > > Africa/Gaborone > > Africa/Harare > > Africa/Johannesburg > > Africa/Kampala > > Africa/Khartoum > > Africa/Kigali > > Africa/Kinshasa > > Africa/Lagos > > Africa/Libreville > > Africa/Lome > > Africa/Luanda > > Africa/Lubumbashi > > Africa/Lusaka > > Africa/Malabo > > Africa/Maputo > > Africa/Maseru > > Africa/Mbabane > > Africa/Mogadishu > > Africa/Monrovia > > Africa/Nairobi > > Africa/Ndjamena > > Africa/Niamey > > Africa/Nouakchott > > Africa/Ouagadougou > > Africa/Porto-Novo > > Africa/Sao_Tome > > Africa/Timbuktu > > Africa/Tripoli > > Africa/Tunis > > Africa/Windhoek > > America/Adak > > America/Anchorage > > America/Anguilla > > America/Antigua > > America/Araguaina > > America/Argentina/Buenos_Aires > > America/Argentina/Catamarca > > America/Argentina/ComodRivadavia > > America/Argentina/Cordoba > > America/Argentina/Jujuy > > America/Argentina/La_Rioja > > America/Argentina/Mendoza > > America/Argentina/Rio_Gallegos > > America/Argentina/Salta > > America/Argentina/San_Juan > > America/Argentina/San_Luis > > America/Argentina/Tucuman > > America/Argentina/Ushuaia > > America/Aruba > > America/Asuncion > > America/Atikokan > > America/Atka > > America/Bahia > > America/Barbados > > America/Belem > > America/Belize > > America/Blanc-Sablon > > America/Boa_Vista > > America/Bogota > > America/Boise > > America/Buenos_Aires > > America/Cambridge_Bay > > America/Campo_Grande > > America/Cancun > > America/Caracas > > America/Catamarca > > America/Cayenne > > America/Cayman > > America/Chicago > > America/Chihuahua > > America/Coral_Harbour > > America/Cordoba > > America/Costa_Rica > > America/Cuiaba > > America/Curacao > > America/Danmarkshavn > > America/Dawson > > America/Dawson_Creek > > America/Denver > > America/Detroit > > America/Dominica > > America/Edmonton > > America/Eirunepe > > America/El_Salvador > > America/Ensenada > > America/Fort_Wayne > > America/Fortaleza > > America/Glace_Bay > > America/Godthab > > America/Goose_Bay > > America/Grand_Turk > > America/Grenada > > America/Guadeloupe > > America/Guatemala > > America/Guayaquil > > America/Guyana > > America/Halifax > > America/Havana > > America/Hermosillo > > America/Indiana/Indianapolis > > America/Indiana/Knox > > America/Indiana/Marengo > > America/Indiana/Petersburg > > America/Indiana/Tell_City > > America/Indiana/Vevay > > America/Indiana/Vincennes > > America/Indiana/Winamac > > America/Indianapolis > > America/Inuvik > > America/Iqaluit > > America/Jamaica > > America/Jujuy > > America/Juneau > > America/Kentucky/Louisville > > America/Kentucky/Monticello > > America/Knox_IN > > America/La_Paz > > America/Lima > > America/Los_Angeles > >
Re: IBRSD and Multiple BEM servers
Yes, you can do this. It is simple and involves configuring multiple source hosts/ports. The harder thing is setting up assignment rules if you need them to be different between sources. That will involve customization as the default lets you use only Prod Cats for assignment. Have fun. Chuck Baldi On Mon, Aug 6, 2012 at 9:06 AM, Narayanan, Radhika radhika.naraya...@logica.com wrote: ** Hi List, ** ** We've an instance of IBRSD on our ITSM 7.6.03 server. Can this instance be configured to integrate with multiple BEM servers? ** ** Multiple BEM servers will raise incidents with ITSM. And ITSM has to respond back to all the BEM servers. Is this configuration possible to achieve? ** ** Thanks in advance, ** ** ** ** Radhika +44 20718 20262 Think green - keep it on the screen. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Changing a CI Type after Creation
If you are comfortable with Import and Export then you can do this yourself. You cannot just change the CI type because the class actually maps to a join form with the attributes for that CI class. To do this right you should export the CIs in question to a CSV file, adjust the attributes to match the new CI class you want, and then import. If your class is stand-alone without relationships to other CIs, you can even use ARImport to bring them in. I would put them into another data set though to verify that you get what you want, then you can reconcile them to your production data set. If you have relationships to work with then you would need to use cmdbdriver or AIE or the solution that Ben has proposed. Regards, Chuck Baldi On Fri, Oct 21, 2011 at 3:49 PM, Ben Chernys ben.cher...@softwaretoolhouse.com wrote: ** While it is technically possible to change a CI type I do not recommend it. ** ** Instead, I’ve done a Meta-Update script for a customer in a similar situation that changed the product catalogue, and replicated CIs in the correct class along with all related records (associations, relationships, contracts, etc). ** ** Once the CIs are replicated and validated, the script deletes the old CIs. ** ** If interested, contact me off-list. ** ** Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: Ben.Chernys _AT_ softwaretoolhouse.comBen.Chernys_AT_softwaretoolhouse.com Web: www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. *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/ ** ** ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Laura Shero *Sent:* October-21-11 20:14 *To:* arslist@ARSLIST.ORG *Subject:* Changing a CI Type after Creation ** ** ** Is there an easy way to modify a CI Type/Class after it has been created. We initially loaded many records into the wrong CI Class a couple months ago. Since that time, modifications have been made to the CIs. Is there a way to go behind the scenes and change the CI Type to the correct class. I realize that not all of the attributes are the same amongst classes and I would therefore need to evaluate what attributes would not carry over to the new class. I know I have AIE I can fall back on but I was hoping to have a quick little trick to move the data to the appropriate CI Class. We are currently using Application Management CMDB 7.5. Thanks, Laura _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SLM 7.6 - Task Management?
I did this integration in ITSM 7.1 and the steps were the same. As I recall it worked fine and we could create SLAs and targets. The SLM qual builder is simplistic so you would need to make a new one if you added many custom fields that you wanted to track. Also, there is no Task SLM tab like you find on Incident that shows the current compliance. You could probably hack together one using Incident's as a model but we never got that far. Mostly you gain the ability to write reports against the data. Regards, Chuck Baldi On Wed, Apr 13, 2011 at 2:22 PM, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: ** All, This is the response I got. Does this make sense to you SLM vets? Problem Is there a way to incorporate SLM with Task Management? Solution Yes, this is possible. Perform the following steps: 1. Go to the Application Administator Console//Custom Configuration Tab, and click on Service Level Management//Configure Application Settings//Data Sources. 2. Select the form Task Management. Be sure to specify the field that holds the unique identifier (Instance Id or Request Id) 3. Customers may want to add the SLM tables to a tab. You can bring it in from HelpDesk or our sample form SLM:ServiceRequest. 4. Configure a Goal Type from the Administator Console at SLM//Configure Application Settings//Goal Types 5. The HelpDesk integration has its own qualbuilder but for the Task, the SLM qualbuilder will suffice. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Weigand, John Sent: Wednesday, April 13, 2011 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I’m venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Where can I find out what app licenses are assigned to each user
Hey Howard, how are you? I'm not sure how you are trying to pull the information but I can think of a couple ways. There is a form called People Permission or something similar that has a record for each permission granted to a user--those that require a license and those that don't. If you turn on filter logging you can find this and then run a report or whatever. The other way is to query the user form. The permissions are all concatenated in one field so may not be the easiest to work with but has all the actual application licenses like Incident User, Change Manager, etc. Hope this helps. Chuck On Mon, Jan 24, 2011 at 9:39 PM, Howard Richter hbr4...@gmail.com wrote: ** I have been trying to find out how to list all app licenses (like Incindet user or Change admin) assinged to each user, other then opening up the people form. Can anyone point me to the form (or forms) that hold this info. As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Summarizing checkbox field titles and values to one field
If you don't mind kludges if they save you time, you could build the string as you are now and then use REPLACE on the string to remove the results of any null fields. Might process quicker too. Regards, Chuck Baldi On Wed, Nov 3, 2010 at 2:40 PM, Tommy Morris tommy.mor...@radioshack.com wrote: Create an AL that runs on each field individually and have it set the value to your notes field (RunIF Value != $NULL$) The set value should be $Notes$ + value + carriagereturn Put all your AL's in a guide that is called on submit (or some such) and with this value format you will build a nice looking summary of requests with no extra, blank lines. I have not tried this in a filter but the AL works fine. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Christine Sent: Wednesday, November 03, 2010 1:33 PM To: arslist@ARSLIST.ORG Subject: Summarizing checkbox field titles and values to one field I have a form with many, many checkboxes. When a person submits the form I want to walk just this record, evaluate each field for a value, if that value is != $NULL$ then I want to write the field title and the field value to a single, summary field I'm calling Record Summary. Imagine a form with 4 checkboxes for color choices Field names = Red, Blue, Green Black Field titles = Color Red, Color Blue, Color Green and Color Black The field attributes are correspondingly Bright Red, Dark Blue, Faded Green and ReallyBlack. This is the value that is written to the table when the checkbox is checked. If the person submitting the record checks only the Color Red and Color Black boxes I want to write this to the summary field: Color Red: Bright Red Color Black: Really Black I have a real kluge of this based on a filter working in dev. However, it is does not evaluate each field for a non-null value. I check to see if the Record Summary field is empty, if it is then I use this Set Field action on the Record Summary field: $Red$ + ; +| + $Blue $) + ; +| + $Green$ + ; +| $Black$ + ; which results in: Bright Red, , , Really Black My form has hundreds of checkboxes for people to request AD Accounts, hardware, general software and Oracle Apps Responsibilities (this is the reason for the length of the form). As you can see using my kluge will result in an ugly text field for the help desk person to review. Many lines would just have the commas in them where the users didn't make any choices. That is so even when I combine several checkbox field values on one line. Plus, the processing just isn't that elegant. Can someone direct me to the correct process to use for this? Is there an example of this in a ACTL, Filter or Guide for me to review that might already be doing something like this? I keep reading the workflow manual about guides and looping and this just isn't clicking with me. (We have ARS 7.1.00, Change and Incident 7.0.03, and SRM 2.2) Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Ticket Modify Permissions
You can give everyone the Incident Master permission. It is a kludge but was the way a previous customer decided to use to solve the same problem. With this, editing an Incident is not restricted to Support Group. Regards, Chuck Baldi On Tue, Oct 19, 2010 at 1:11 PM, Shane Buchholz sha...@samhealth.org wrote: ** Sorry, this is in reference to my licensed user base. I am looking at removing the restriction of only being able to modify tickets that are in Support Groups that you belong you. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mahesh Sent: Tuesday, October 19, 2010 10:05 AM To: arslist@ARSLIST.ORG Subject: Re: Ticket Modify Permissions ** Have you looked into Submitter Mode settings ? Thanks Mahesh On Tue, Oct 19, 2010 at 11:16 AM, Shane Buchholz sha...@samhealth.org wrote: ** Does anyone know a quick way to grant write access to all tickets for my user base? We are on the verge of a revolt after moving from ITSM 5.6 to 7.6. Any thoughts would be appreciated. AR – 7.5 ITSM – 7.6 SQL 2005 Windows 2008 (64-bit) Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Advanced Query formulas on Date field types vs. Datetime types
Since a date field contains a measurement of days, you should be able to do an advanced search with Mydate = $DATE + 7 Not in front of a system right now but I believe I've done that myself. The trick is remembering that it is a date field rather than a datetime field to know how to perform the search. Regards, Chuck Baldi On Tue, Aug 24, 2010 at 6:34 PM, Anderson Debra (PRN) debra_ander...@prn.com wrote: ** Hi Everyone, We’re on Remedy 7.0. A user came to be with a problem that I never really thought about before and I can’t seem to find a good solution. We have some forms that use Date datatype for some fields instead of Datetime date types. For Datetime data type we have many users that do advanced search queries like this for example searching for anything 7 days or more in the future. Mydate = $TIMESTAMP$ + (24*7*60*60) For Date datatypes this type of syntax does not work no records are returned. You can use the constant value $TIMESTAMP$ or $DATE$ but not do any math with it. Does anyone have any ideas how this might be accomplished with an Advanced query? The other area where this might be needed/used is for a Table field qualification but I think if the advanced query can work so can the table qualification. Thanks for any tips you might have! Debra -- -- -- -- -- -- -- -- -- -- Debra Anderson 415 808 9118 direct | 600 Harrison St., 4th Floor, San Francisco CA 94107 Tomorrow's Network for Today's Shopper *http://www.prn.com * P *Think Green-* please do not print this email unless necessary This e-mail (including any attachments) is meant for only the intended recipient of the transmission, and may include confidential information. If you are not the intended recipient or you received this e-mail in error, any review, use, dissemination, distribution, or copying of this e-mail is strictly prohibited. If you have received this message in error, please notify the sender immediately by telephone at (415) 808-3500 or by return e-mail and delete this e-mail, along with any attachments and copies, from your system. Thank you. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Calculation with COLCOUONT
If you used your criteria to set a hidden field on the table to '1', then you can probably use COLSUM to get the result you are looking for. Regards, Chuck Baldi On Thu, Aug 19, 2010 at 12:20 PM, LJ LongWing lj.longw...@gmail.com wrote: ** Mark, You aren’t going to likely like this…but use an External Qual on your table, temporarily change that External Qual to what you want, refresh the table, get a total count, change the external back to 1=1, refresh again. Or, do a Setfield from the form in question using the qual you want, set the request ID to a tmp field, then set your counter field with $LASTCOUNT$or you could loop through the table, checking to see if the row matches your criteria and increment a counter if it does…lots of different ways to get what you want…but no I don’t believe you can do a conditional colcount. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark Sent: Thursday, August 19, 2010 10:09 AM To: arslist@ARSLIST.ORG Subject: Calculation with COLCOUONT ** HI All, Is there way to do a column count based on a calculation? What I am specifically looking to do is count the row if $TIMESTAMP$ - (60*60*24*14) ‘Create Date’. The result would be displayed on an integer field on a display form. Create Date is a field (column) on the table. ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Any ideas greatly appreciated. Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.com (315) 453-2912 x5835 (Phone) (315) 317.2897 (Cell) 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. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: FW: CI Name* should Unique in Asset Manag
You should NOT put a unique index on the Name attribute of BaseElement unless you are REALLY SURE you want to do that and you understand all the implications. There are things that will break or become very difficult as discussed previously in this thread. You are better off handling it through workflow for client entry or modification. It will save you lots of pain later. Regards, Chuck Baldi On Wed, Aug 4, 2010 at 12:24 PM, Abhay Somani abhay.som...@wipro.com wrote: ** From: Maneesh Gotiya (WT01 - GMT-Telecom Equipment) Sent: Wednesday, August 04, 2010 8:58 PM To: Abhay Somani (WT01 - WT - Internal Vertical) Subject: RE: CI Name* should Unique in Asset Manag Reply him”: create unique index for this field… in base element …. From: Abhay Somani (WT01 - WT - Internal Vertical) Sent: Tuesday, August 03, 2010 10:52 PM To: Maneesh Gotiya (WT01 - GMT-Telecom Equipment) Subject: FW: CI Name* should Unique in Asset Manag With Regards Abhay From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Saturday, July 31, 2010 4:30 PM To: arslist@ARSLIST.ORG Subject: CI Name* should Unique in Asset Manag ** Hi there, Version 7.1 In Asset Management CI Name* would be unique, how is it possible? I want to make CI Name* Unique in Asset Management. Is there any possibility? Thanks Regards Amanullah DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 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 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SLM Qual advice
Have you tried looking at the generated workflow to see what your qual generates? It may give you an idea of how to adjust it. Regards, Chuck Baldi On Tue, Aug 3, 2010 at 2:27 PM, Ramey, Anne anne.ra...@nc.gov wrote: ** I am having trouble getting an SLM qualification to do what we need. In the SLM manual, it says that you may need to use TR fields in your qualifications to get the desired behavior. This implies you can use the DB fields as well…but I can't see that working properly. Desired behavior: Have a notification go out (to interested parties) when a ticket is saved with a priority of critical (either from new or from another priority). Current Qualification: 'Status' = Assigned AND 'TR.Status' Resolved AND ('DB.Priority' != Critical OR 'DB.Status' = New OR 'DB.Status' = Resolved) Current actions: This works fine for new incidents saved directly into critical, and for tickets that are moved back from resolved into an open status, but not for incidents that are saved as another priority first. I don't understand why the 'DB.Status' = Resolved and 'DB.Status' = New appear to be working, but the 'DB.Priority' != Critical does not. I've also tried using 'DB.SLM Priority' with the same results. What am I missing here? Thanks, Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: CI Name* should Unique in Asset Manag
The CMDB doesn't use NAME as a unique index because you can have multiple records for the same CI (with the same name) in different Data Sets. If you want to prevent a user from entering a duplicate name then you have to do it in workflow. Regards, Chuck Baldi On Mon, Aug 2, 2010 at 10:08 AM, Lammey, Peter A. peter.a.lam...@espn.com wrote: ** I agree. The Atrium CMDB application should have made the ID field unique. It wouldn’t be a true ID of an asset if it was not unique and because this was not enforced in the system, we have had a rash of a number of assets that were duplicated in the system. I don’t think Name can be unique. Many times you may just want to generically give a name to an Asset CI and I should note that this would be a problem with the Purchase Module workflow since I believe it will stage the initial CI Names for received assets with the Purchase Line Item description. If you setup filters to produce errors when CI Name is already used the Receiving workflow from Purchasing would cease to work properly. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Monday, August 02, 2010 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: CI Name* should Unique in Asset Manag ** I could come up with some quick reasons why it’s a bad idea. The most basic one is that while unique CI Names would be good from the perspective of managing physical assets, it gets tricky when you talk about things like software, databases, etc. You could make up a naming convention to populate it with, such as Visio 2...@pc123456 to indicate that it’s a copy of Visio 2007 on PC123456, but why force yourself to do that? The Token ID field is good for a unique ID if you need one you can set, otherwise there is always the Instance ID if you just need it within Asset Management / CMDB. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Saturday, July 31, 2010 6:57 AM To: arslist@ARSLIST.ORG Subject: Re: CI Name* should Unique in Asset Manag ** Try looking in the AR System Configuration manual. But if you don't know how to do this basic thing, my guess is that you don't understand WHY you should or should not do so. Someone with that level of knowledge is likely to do unintended harm by messing with the CMDB. Rick From: IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Sat, 31 Jul 2010 15:00:14 +0400 To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: CI Name* should Unique in Asset Manag Hi there, Version 7.1 In Asset Management CI Name* would be unique, how is it possible? I want to make CI Name* Unique in Asset Management. Is there any possibility? Thanks Regards Amanullah DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Please consider the environment before printing this e-mail. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: CI Name* should Unique in Asset Manag
Oh, I agree that it is a pain and we try to discourage making the CI name unique if we can. Regards, Chuck On Mon, Aug 2, 2010 at 12:47 PM, Ramey, Anne anne.ra...@nc.gov wrote: We actually did this, put in the filters to require a unique CI Name per Data Set. It worked, but we ended up taking it out. It just ended up being troublesome. There are other unique identifiers of the CI and trying to force a unique CI name caused undo hardship--particularly with discovery integrations. They match things based on CI Name and/or expect/place particular things in the CI Name and it couldn't use the values we had decided to use in that field. Hope that made sense, Anne -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi Sent: Monday, August 02, 2010 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: CI Name* should Unique in Asset Manag The CMDB doesn't use NAME as a unique index because you can have multiple records for the same CI (with the same name) in different Data Sets. If you want to prevent a user from entering a duplicate name then you have to do it in workflow. Regards, Chuck Baldi On Mon, Aug 2, 2010 at 10:08 AM, Lammey, Peter A. peter.a.lam...@espn.com wrote: ** I agree. The Atrium CMDB application should have made the ID field unique. It wouldn't be a true ID of an asset if it was not unique and because this was not enforced in the system, we have had a rash of a number of assets that were duplicated in the system. I don't think Name can be unique. Many times you may just want to generically give a name to an Asset CI and I should note that this would be a problem with the Purchase Module workflow since I believe it will stage the initial CI Names for received assets with the Purchase Line Item description. If you setup filters to produce errors when CI Name is already used the Receiving workflow from Purchasing would cease to work properly. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Monday, August 02, 2010 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: CI Name* should Unique in Asset Manag ** I could come up with some quick reasons why it's a bad idea. The most basic one is that while unique CI Names would be good from the perspective of managing physical assets, it gets tricky when you talk about things like software, databases, etc. You could make up a naming convention to populate it with, such as Visio 2...@pc123456 to indicate that it's a copy of Visio 2007 on PC123456, but why force yourself to do that? The Token ID field is good for a unique ID if you need one you can set, otherwise there is always the Instance ID if you just need it within Asset Management / CMDB. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Saturday, July 31, 2010 6:57 AM To: arslist@ARSLIST.ORG Subject: Re: CI Name* should Unique in Asset Manag ** Try looking in the AR System Configuration manual. But if you don't know how to do this basic thing, my guess is that you don't understand WHY you should or should not do so. Someone with that level of knowledge is likely to do unintended harm by messing with the CMDB. Rick From: IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Sat, 31 Jul 2010 15:00:14 +0400 To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: CI Name* should Unique in Asset Manag Hi there, Version 7.1 In Asset Management CI Name* would be unique, how is it possible? I want to make CI Name* Unique in Asset Management. Is there any possibility? Thanks Regards Amanullah DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend
Re: Form won't display record in WUT
Can you display the form in search mode--i.e., without showing any data? On Tue, Jun 8, 2010 at 11:19 AM, Martin, Dwayne marti...@jmu.edu wrote: ** Dear List, We have a form that hangs whenever we try to display a record, and we have to kill the WUT. Neither the Active Link, filter, sql or api logs show any errors or circular workflow. We can create new records in the WUT, but the query hangs if we try to display them. But if we move to the web (Mid-Tier) the records display just fine. Any suggestions? Dwayne Martin James Madison University (ARS Mid-Tier 7.1 p3, WUT 7.1 p4, RH Linux server, Oracle 10.2 db) _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Migrating foundation data from a 7.0.01 ITSM 7 system to a 7.6 system ?
Hey Howard, I wouldn't try using Migrator to move Asset/CI data, but you should be able to do that with a straight ARImport if all you need to do is create new records. Or if you have the time, AIE will let you handle relationships easier--using ARImport for that is a multi-step process. Chuck On Tue, May 25, 2010 at 8:51 PM, Howard Richter hbr4...@gmail.com wrote: ** I did get migrator 7.5 to move most of the foundation data. however, I am having issues moving the assets and CIs. BMC did not make this easy, but that is why we have jobs. Howard On Tue, May 25, 2010 at 10:31 AM, Howard Richter hbr4...@gmail.com wrote: Chris, How are you doing? I know that is what BMC recommends, however, its not really talked about in the docs (how to do it). For example, I have been trying to just export (using migrator) my company list with very little luck. Thanks and take care, Howard On Tue, May 25, 2010 at 10:17 AM, strauss stra...@unt.edu wrote: ** BMC recommends moving the data with Migrator; I have not tried that for comparison yet, but we had very good results in one test moving everything but SLM data from 7.1/7.0 to 7.5/7.6 using rrrchive for anything where we wanted to overwrite all records in the form (true for MOST tables). The rrrchive tool set to sync to target appears to be a good way to update transactional data subsequent to the initial move… such as when you are about to cut over to the new production environment and need to bring over the latest tickets. On the other hand, the problems with SLM have us currently testing an actual upgrade instead. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Tuesday, May 25, 2010 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Migrating foundation data from a 7.0.01 ITSM 7 system to a 7.6 system ? ** Donald, It was a good idea, however, using the Data Migration tool, is only a one way street. You need to populate the spread sheets. I am looking for a way to suck the foundation data out of a current system (7.0.01 patch 4) and then place it into a new 7.6 system. Still looking for ideas. Thanks to all, Howard On Mon, May 24, 2010 at 11:08 AM, Howard Richter hbr4...@gmail.com wrote: Thanks, I guess I need to try it. On Mon, May 24, 2010 at 10:35 AM, Savant, don...@cio donald.sav...@state.ca.gov wrote: ** Howard: He’s probably talking about the Data Migration tool that ships with ITSM now. It accepts data from spreadsheets so you could export 7/import 7.6. - Don From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Monday, May 24, 2010 7:24 AM To: arslist@ARSLIST.ORG Subject: Migrating foundation data from a 7.0.01 ITSM 7 system to a 7.6 system ? ** Good morning, afternoon and evening all, I had a conversation last week about upgrading form a very old version of ITSM 7 to 7.6 and during that conversation the BMC rep talked about tools or database scripts that could migrate foundation data from an older system to the new 7.6 system. Anyone have an idea (other than migrator) what he was talking about? Thanks -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Remedy Migrator 7.1 patch 009 Issue
You might try doing the migration in two steps: just the forms first, and then the data. This would let you verify the forms as Rick says before you shove in the data. If you can, I would recommend using RRRChive to move your regular forms as it handles data very well. Regards, Chuck Baldi On Tue, Apr 27, 2010 at 2:22 PM, Pruitt, Christopher (Bank of America Account) christopher.pru...@hp.com wrote: Have anyone of you noticed this behavior from the Remedy Migrator 7.1 patch 009? Issue: We extract forms from one server and create a def file. There were 131 forms in the def file. 6 Regular 5 Joins and 120 Display Only We open the def with Migrator and convert it to a Migrator file. Ok so far. This works great. Now the issue. When we migrated the file to the new server the Migrator gave no errors. It report all imported 100%, however, when we look some or the forms they are missing fields. We query the aradmin.field table and it reports that all the fields are present. We look at the forms via the admin tool and they are not there. We even checked the Form, Select View, Fields In View and these fields are not listed. But the field table shows them in the database. We try and re-import the forms that has the missing data and we get the error message ARERR 382 violates index and it will not let us import it. We even tried to blowing away the record in the aradmin.field table, blowing away the C column in the t-table and tried changing the field count in arschema. Then import the form from another server that is a copy of the original form without the fields and did a Delete excess fields and then tried to re-import the form and we still get the ARERR 382 error. Environment: Remedy version: 7.1.00 Build 200708221849 OS: SunOS 5.9 Database: Oracle 10.2.0.4.0 - 64bi Two questions, Has anyone ever experiences this before? How can we fix this without blowing away the forms and re-importing them, because some has a HUGH amount of data that would take a very long time to export and re-import. Christopher Pruitt Business Consulting III HP Enterprises Services christopher.pru...@hp.commailto:mary.jo...@hp.com www.hp.comhttp://www.hp.com/ Confidentiality Notice: This message and any files transmitted with it are intended for the sole use of the entity or individual to whom it is addressed, and may contain information that is confidential, privileged, and exempt from disclosure under applicable law. If you are not the intended addressee for this e-mail, you are hereby notified that any copying, distribution, or dissemination of this e-mail is strictly prohibited. If you have received this e-mail in error, please immediately destroy, erase, or discard this message. Please notify the sender immediately by return e-mail if you have received this e-mail by mistake. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Data Visualization - Report Question
I'm not sure why, but we had to use an Active Link to set a customQual to do this in the past. On Tue, Apr 20, 2010 at 12:02 PM, mathew thomas tinu_m_tho...@yahoo.co.inwrote: ** Hello Remedy Users, I am trying to use the Remedy Data Visulization Field to display some Remedy Reports. When I run the report from the Report Selection form it uses the Report Qualification, however if the Report is launched on a DV field it does not use the Qualification and does a 1=1. Any idea why would that be? Thanks Mathew _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Table Loop RowSelected go to next record
You loop to the next record by processing all the workflow in your guide. Just have a loop counter keep track of your 1st, 2nd or 3rd time through and use that to select the appropriate attachment. Regards, Chuck Baldi On Mon, Apr 12, 2010 at 9:17 PM, Remedy Guy remedy2...@hotmail.com wrote: ** Hi everyone. I know this is likely a simple question and I will kick myself when I find the answer but I am looking to do the following. 1. Loop a table field (no problems, this is easy) 2. While looping rowselected, set an attachment field in an attachment pool. 3. Once the attachment field #1 has been set, go to the next record and set attachment field #2. The stump I am having is at step 3. How do I tell the guide to go to the next record in the table loop? The guide loops rows selected and is designed to populate the attachment pool to a maximum of 3 attachments. thanks. Videos that have everyone talking! Now also in HD! MSN.ca Video. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request In Process encountered an event error
What version of ITSM do you have (not ARS)? There was a bug in an earlier release of 7.0.3 that was fixed in one of the patches (patch 4 I think). Other than that, this error usually means that you do not have configurations that map the Request selections to proper Incident defaults. Turn on logging to see what the errors are. Regards, Chuck Baldi On Mon, Mar 29, 2010 at 1:09 AM, ITN (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1.00 Patch 007 When I am trying to raise an incident through requester console, following error is appearing in AR System Email Messages Service Request In Process encountered an event error with the back-end application. This error must be handled promptly. Thanks Regards Amanullah Software Consultant DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARERR [9260] Report location is missing
You need to have the integration with Crystal Reports server or Business Objects server setup to view reports over the web interface. The report location is one of the parameters in that configuration. This is done from the Mid-Tier configuration pages. Regards, Chuck Baldi On Mon, Mar 22, 2010 at 11:51 PM, ITN (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1.00 Patch 007 We are facing an issue while taking the report using thin client interface. Following error is getting displayed: Error during processing : ARERR [9260] Report location is missing from report settings configuration page. Please see your administrator. Which setting is required to resolve this issue. Thanks Regards Amanullah Software Consultant DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Changing the process flow bar in change.
Hey Howard, how are you doing? The key form to look at is the Process Flow Structure Setup. It lets you define or modify the flow for each application. I was able to successfully add things like Pending status reasons and the like. To add selections that trigger workflow (like Next Stage) is more involved and I haven't done that yet, but you can search for vis in the object list and poke at the Visualization Process supporting forms. What follows is a response from BMC when I was trying to figure out how to add status reason selections: As per our discussion over the phone, you can add new Status Reason using VIS:ProcessFlowStructureSetup form. As I informed you during our discussion that we have one Defect and RFE logged with engineering. == Here is the information about defect: DEFECT ID: SW00304704 Summary: Process Flow Structure Setup: - Accelerator Item configuration does not work in a MSP environment. == Details about Enhancement Request. RFE ID: SW00268932 Summary: Add Status reason to process flow bar. Detail Information: Is it the possibility to add/modify new values to the Status Reason in the Incident Management in some status as Pending or Resolved? == Hope this helps. Chuck On Tue, Mar 9, 2010 at 2:02 PM, Howard Richter hbr4...@gmail.com wrote: ** All, We are running an early version of ITSM 7 and I am trying to see if the process flow bar for Change was changed and at a loss of what forms control it. For example the first item in our change process flow bar, is Initiate (Normal), then the pull down has Next Stage, Help or clear. What I am trying to see if this was how the system came Out Of Box or was it changed. So if anyone knows the names of the controlling forms, or how to modify the process flow bar can you please let me know. As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Updating Site Address after a Push Field to Site
If you are trying to trigger ALs from an escalation, that won't work. What you need to do (or what I would do) is create a filter that duplicates the action of the OOB active links. You can then set this to fire on Modify and even check to see if the address field is empty first. Regards, Chuck Baldi On Tue, Mar 9, 2010 at 4:31 PM, Shane Buchholz sha...@samhealth.org wrote: ** I missed that portion on my email. This is indeed on the CTM:People form, and the Site Address field updates when the Site is selected from the Menu or when you hit the Enter key in that field. The update to Site Address does pull the information from the SIT:Site Alias Company LookUp form I believe. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Thad K Esser *Sent:* Tuesday, March 09, 2010 12:38 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Updating Site Address after a Push Field to Site ** Shane, If you are talking about the Site Address field on the CTM;People form, its a display only field. When a people record is displayed, the address gets built from the address info on SIT:Site for the corresponding site. Or am I missing what you are trying to do? *Thad Esser* Remedy Developer From: Shane Buchholz sha...@samhealth.org To: arslist@ARSLIST.ORG Date: 03/09/2010 12:21 PM Subject: Updating Site Address after a Push Field to Site Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG -- ** I may just be over thinking this issue, but I need to be able to have the Site Address field update when a Push Field from an escalation modifies the Site field. Most of the workflow around this change happens with a Menu Select or a Return function. We update Remedy accounts through Active Directory, and when the Site changes I need the address field to follow suit otherwise it renders the account invalid. I have tried modifying the existing workflow to run on Submit, Modify, After Submit and After Modify, but it will not update the Site Address. Workflow appears to be firing off of AL CTM:SHR:Site-STU-LookUp_100 followed by AL CTM:SHR:Site-STU-Setup-G-120_NotQuery which calls AL Guides SHR:SHR:SetupSiteAddress and CTM:SHR:Setup Site Menu. No matter how I process this workflow I cannot get this information to update with the Push Field. The workflow fires perfectly with Menu Select and on Return. Any insight would be helpful. ARS 7.5 p3 ITSM 7.6 SQL 2005 Windows Server 2008 64-bit Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services -- Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Active Link Question
It comes out in the sort order defined for the form. Regards, Chuck Baldi On Mon, Mar 8, 2010 at 10:59 AM, Mayfield, Andy L. almay...@southernco.com wrote: When performing a Set Field action from an AL, I have it set to if multiple requests match - Display a List. Is there a way to dictate the order in which this list is displayed? I can't figure out how it's determining the order. Thanks, Andy L. Mayfield Sr. Protection Control Technician Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Weird DST date calculation issue - RESOLVED
Glad to hear it. Yeah, I meant to say day but we use month here so... Regards, Chuck On Thu, Mar 4, 2010 at 10:05 AM, William Rentfrow wrentf...@stratacominc.com wrote: The suggestion below actually worked - except I changed it to this: DATEADD(day,-10,$My Date$) William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: www.williamrentfrow.com O 715-592-5185 C 715-410-8056 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi Sent: Tuesday, March 02, 2010 11:14 AM To: arslist@ARSLIST.ORG Subject: Re: Weird DST date calculation issue William, If you use the dateadd() function do you get a different result? E.g., dateadd(month, -10, date($My Date$)) Regards, Chuck Baldi On Tue, Mar 2, 2010 at 12:02 PM, William Rentfrow wrentf...@stratacominc.com wrote: ** Fortunately this issue SHOULD be very straight forward. Unfortunately - it isn't. There's a button that calculates a person's period of eligibility to make changes to their HR benefits, etc. You enter their employment anniversary date and hit the button and this performs a calculation: $My Date$ - 864000 (i.e., minus 10 days). Here's the interesting thing - when the date entered is Daylight savings time - 3/15 this spring - the calculated value for the date time field returns 3/4/2010 11:00:00 PM. Normally all of the times in this date/time field are left at 12:00:00 AM and are unused. Technically speaking the calculation is EXACTLY correct. 3/4/2010 11:00:00 PM is exactly 10 days before 3/15/2010 12:00:00 AM - because 3/15 has an extra hour added that is a figment of our collective imagination. Technically DST doesn't happen until 2:00 AM though but that's a matter for another time. I was thinking about changing the times on these to default to 3:00:00 AM instead of 12:00:00 AM - but I'm open to suggestions. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: www.williamrentfrow.com O 715-592-5185 C 715-410-8056 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Problem Investigation Cancelled Status Reasons
Kelly, That is a great write-up -- wish I had seen it earlier. Though it does leave out the process flow changes that you would do in 7.0x using the form Process Flow Structure Setup. If you want to use the process status flow bar to set your new status reasons, then this needs to be updated as well. Not sure if this applies to 7.5/6. Now all we need is an equivalent write-up for the other pseudo-data-driven fields. Change Reason and Timing Reason come to mind... Regards, Chuck Baldi On Thu, Feb 18, 2010 at 9:05 AM, Kelly Deaver kdea...@kellydeaver.comwrote: ** Here is a document I created on all the places you need to change Status reason for Change Management. http://communities.bmc.com/communities/docs/DOC-8978 The same 'suspects' exist for Problem. Hope this helps. Kelly Deaver L-3 Stratis / FAA Contractor kdea...@kellydeaver.com (ARSlist mail) kelly.ctr.dea...@faa.gov (Business mail) Original Message Subject: Re: Problem Investigation Cancelled Status Reasons From: Thad K Esser tkes...@regence.com Date: Wed, February 17, 2010 4:27 pm To: arslist@ARSLIST.ORG ** Shane, Bummer, I was hoping there was more. Thanks for the help. *Thad Esser* Remedy Developer From: Shane Buchholz sha...@samhealth.org To: arslist@ARSLIST.ORG Date: 02/17/2010 01:30 PM Subject: Re: Problem Investigation Cancelled Status Reasons Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG -- ** Not sure if anyone ever answered this question for you, but my OOTB 7.6 has only one Status Reason for Cancelled and that is Duplicate Investigation. If these follow the same path as Incident Management then the process to change these is very convoluted and overly complicated. Shane Buchholz Systems Analyst - Remedy *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Thad K Esser* Sent:* Tuesday, February 16, 2010 4:17 PM* To:* arsl...@arslist.org* Subject:* Re: Problem Investigation Cancelled Status Reasons ** Almost. (This applies to 7.0.3, haven't seen 7.6 yet) There's a hidden enumerated field Invesitgation Status Reason (I just noticed the spelling - nice) that gets set with whatever the user chooses from the z1D_Status_Reason field (which is the one that they see and is display only). Workflow keeps them in sync. The display only field uses a search menu, so that *is* just configuration. But the hidden field is an enumerated field with fixed values for any possible status reason (not just cancelled). I can add values to that field, but it also shows up on a couple of other forms, and I'd have track down any related workflow. Plus I don't want to use an ID that will be overwritten in future versions. All in all, its not a super-duper hard customization, but I'd rather avoid customizing at all. Being able to point to options in the next version would help me make my case. Thanks,* Thad Esser* Remedy Developer From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Date: 02/16/2010 04:05 PM Subject: Re: Problem Investigation Cancelled Status Reasons Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG -- ** Well, since those are stored as form data, technically, they wouldn't be customizations, just configuration changes, right? Rick On Tue, Feb 16, 2010 at 4:02 PM, Thad K Esser *tkes...@regence.com*tkes...@regence.com wrote: ** Hello, Can anyone tell me what status reasons are available for a Cancelled problem investigation in ITSM 7.6? I didn't see a list in the docs anywhere and I don't have 7.6 installed anywhere. We are on ITSM 7.0.3 patch 9, and the only status reason for cancelled is Duplicate Investigation. One of my customers is asking for more status reasons for Cancelled and I'm hoping to put off that customization until we can get to 7.6. Thanks,* Thad Esser* Remedy Developer *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: *rmisoluti...@verizon.net* rmisoluti...@verizon.netARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you
Re: Creating CMDB Relationships on Import
With AIE you can do the first two easily. On Wed, Feb 17, 2010 at 2:28 PM, Jase Brandon jasebran...@gmail.com wrote: ** Hello All, I have been requested to create workflow so that on import I can accomplish two things with CI's: 1) Create relationships to existing CI's on import. 2) Create relationships while importing New CI's. 3) Rename CI Classes and change the Manage CI's menu. ( I think the answer to this is Create new CI Class, then import data from Old CI Class. I took a cursory look at how to go about this and it seems that this is going to be an extremely tricky/complicated process. Generating GUID at the right time, in the right place and propagating to other CI forms,etc. Has anyone done this? Done anything like this? Is there a BMC utility I am unaware of? It seems this would be something that everyone would want to do. Or - is manual relationship creation the best answer? PS - I have obviously not been to any CMDB Training for 7X. Thanks in Advance, Jase Brandon Quality Technology Services 7.1 ARS Windows 2003 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 7.5 Adhoc approvals
Maybe you could save the selected list of approvers and then have a Next Approver rule that queries the appropriate field. Then the system would think that the approver was added through the process rather than ad-hoc. I have not done this myself it it is worth a try and may be easier than generating your own approver records. Regards, Chuck Baldi On Mon, Feb 8, 2010 at 2:41 PM, Moellmer, Matthew matthew.moell...@53.comwrote: ** We actually don’t use that button, but a collector form does allow our customer to select from a predefined list of approvers. Because the approver is still technically manually selected, we have to incorporate the adhoc process. *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Guillaume Rheault *Sent:* Monday, February 08, 2010 2:17 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Adhoc approvals ** Hi Matt, I can personally attest to this issue. It seems to me this is a bug. At this point, you have two options: 1. You can either disable adding ad-hoc users by hiding the button on the change form 2. You can fix this, which means a customization Adding ad-hoc users is totally discouraged (actually more like forbidden) from a change control/audit perspective. Ideally, any approver should be pre-defined in advance: that IS a best practice. So if you want to go with the option that will make your auditors happy, hide that button from the change form to prevent adding ad-hoc approvers. Of course this means that all your approvers need to be correctly pre-defined as per your approval processes. Guillaume -- *From:* Action Request System discussion list(ARSList) [ arsl...@arslist.org] on behalf of Moellmer, Matthew [ matthew.moell...@53.com] *Sent:* Monday, February 08, 2010 2:02 PM *To:* arslist@ARSLIST.ORG *Subject:* 7.5 Adhoc approvals ** Manually adding an approver to the Change Module in 7.5 results in approvals being bypassed erroneously. You can test this by manually adding an approver and moving through the process flow. Has anyone dealt with this or found a work around? We have automated “collector” forms which rely on adhoc approvals and unable to get them to work… *Matthew Moellmer* *Fifth Third Bank* *Remedy Applications Development* *matthew.moell...@53.com* *513.358.2027* 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AlarmPoint 4 integration with ARS 7.5 / ITSM 76
Another thought...if their interface is through the AR Java plugin, can you install the AR Java plugin on another compatible box? On Thu, Feb 4, 2010 at 2:55 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: Offhand question... Can you fool the client using Windows Program Compatibility into thinking it is on a lower OS? -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of strauss Sent: Thursday, February 04, 2010 1:28 PM To: arslist@ARSLIST.ORG Subject: AlarmPoint 4 integration with ARS 7.5 / ITSM 76 RANT Has anyone successfully integrated Alarmpoint to ITSM 76 in a Windows 2008 R2 x64 environment? According to Alarmpoint, we won't be able to do this until 2011 because their lame Java Client, that has to be installed directly on the AR Server, won't support higher than Server 2003 until then. What have they been doing for the last 7 years, I wonder? All of the BMC 7.5/7.6 software appears to be running just fine on Win2K8R2x64 for several months now, but if I want to tie it in to Alarmpoint I will have to move the entire AR Server and apps back to Server 2003. The only other option is some sort of a hack performed by their professional services (for a price) that passes scripts from the AR Server to a separate Alarmpoint Java Client (on a supported OS) which is probably fraught with reliability problems. I am less and less impressed with Alarmpoint - and for you long-time Remedy/BMC folks, their (Alarmpoint) docs make the BMC docs look REALLY GOOD! /RANT Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Row Level Permissions in ITSM 7.01
I had to do this through customization. In my case I chose to us a dynamic group because I had to control access to specific fields in an Incident. If you want to control access to the whole Incident you will need to convert the Support Group ID into an ARS group id (people permission groups form) and then add/remove the id to/from the Assignee Group (112) field. I don't know of an out-of-box way to restrict access to specific support groups. Regards, Chuck Baldi On Wed, Feb 3, 2010 at 7:43 AM, Frank Caruso caruso.fr...@gmail.com wrote: ** I have been asked whether ITSM out-of-the box can restrict the viewing of certain Incident records by assigned group. I completely understand the concept of the Assigned Group field (112) but was wondering if there is another way of doing this in ITSM. We also do not want to use more than one Company. End users are looking to have records that are assigned to a certain support only be visible by Admin type users. They also want the submitters of those incidents to have visibility into the incident. Thank you Frank Caruso Iraq _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: using RRR|Chive to synchronize Assets
Can you explain more about what you want to do? If you only want a one-time synch, say from production to development, then RRRChive is a quick-and-dirty way to go. However if you want to maintain the synchronization of attributes over time then you really want to use something like AIE to do that. Regards, Chuck Baldi On Fri, Jan 29, 2010 at 1:26 PM, Meyer, Jennifer L jennifer.me...@its.nc.gov wrote: Has anyone attempted to use RRR|Chive to synchronize the Asset forms across servers? If so, were you able to simply match forms one for one, or was there something special you had to do to accommodate the join forms? Jennifer Meyer E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Work Info History not Locked?
Setting the ITSM WorkLog to default to Locked is notoriously difficult. There is OOB workflow that wants to force Locked to be No regardless of the user's choice. What we did to accomplish this is: 1. Set the default to the Locked field (z1D_Secure_Log) to Yes on HPD:Help Desk, or wherever. 2. Disable the OOB AL that wants to force them all to unlocked: SHR:SHR:NewLogNotEqualSecure_101 3. For good measure we added a filter to HPD:WorkLog (and others) that sets 'Secure Work Log' = Yes on Submit. We did this because there seemed to be some hard to pin down scenarios where just disabling the above AL did not seem to work. This may be overkill for you. This was with ARS 7.x and ITSM 7.0.3 various patches. Regards, Chuck Baldi On Thu, Jan 21, 2010 at 12:07 PM, Differ, Alfred W CTR NAVSEA, 210 alfred.differ@navy.mil wrote: If you have access to an Admin tool you can set the default value for the lock field. You might have to look at workflow that opens various forms in case they set values before submission, but start with the field default. If you feel comfortable doing a 'modify all' operation, you just have to track down the form holding your work info records and then query for the ones you want to lock. If you have a large number of tickets you might want to break up the effort into time slots with your query so you don't set loose a big update when people are working. Alfred Differ Sr. Remedy Developer NDTI / NSWC PHD, CODE 210 805-228-6555 alfred.differ@navy.mil -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Lateralus Sent: Thursday, January 21, 2010 6:08 To: arslist@ARSLIST.ORG Subject: Work Info History not Locked? ** Hi all, Long time listener, first time poster. I've somehow become the accidental administrator of our Remedy system despite my warnings. We have recently come under scruntiny as all of our Work Info Entries are Unlocked by default and can be edited/modified at any point in time. Is there some way I can enforce the Locked status for a Work Info entry? Bonus points if I'm able to retro-actively set this field to locked for all historical records as well. Cheers! Scott. ARServer 7.0.01 patch 002 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Help with ODBC driver with ARS client 7.1 and Win 7
Make sure you are not on 64-bit Windows as the ODBC driver is 32-bit only. On Wed, Jan 20, 2010 at 4:53 PM, David Levenseller davidlevensel...@mail.und.nodak.edu wrote: ** Hello, Is anyone out there running the ARS User Client 7.1.00 with Windows 7? I was able to get it installed ok but I can't seem the get the ODBC driver to work. I want to install Crystal Reports 10 so I can run reports again. I worked back when I had Vista. Any thoughts or suggestions? Thanks David Levenseller University of North Dakota Help Center Leader davidlevensel...@mail.und.nodak.edu Voice (701)777-2380 FAX (701)777-3978 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AL not firing
Your AL needs to fire on Display because that is when the data is available. Window Open happens before your data is loaded. Regards, Chuck Baldi On Tue, Jan 19, 2010 at 4:43 PM, Martinez, Marcelo A marc...@cpchem.comwrote: Needs help figuring out why an AL is not firing. I have an AL that fires on the Change form when a user selects category tier 1. The action is to show a hidden page. Here's an example. IF CatTier1 = Network THEN show network testing page ELSE hidden IF CatTier1 = Software THEN show application testing page ELSE hidden IF CatTier1 = Telecomm THEN show telecomm testing page ELSE hidden Now... I am working on the Approval Central . if a user goes and views a change ticket that is pending his/her approval, clicks 'view', then Infrastructure Change, then clicks View Change... the corresponding testing tab (page) does not show up. I have gone into the CHG:Infrastructure Change form and made sure that the custom tabs (pages) are in the Dialog View view (which is the correct view that pops up when you hit the button).. I have looked at my Active Links and selected Execute On: Window Open But when I check the AL log I see that the AL I have created fails.. not sure why. The criteria is the same. I'd hate to have to write new workflow for performing the same functions. Thanks, Marcelo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: CM Process Flow Bar issue
Rick, I don't know if it is a known issue but I have seen it working correctly under CM 7.0.3 p8. We don't use that part of the approval flow here but if I use it it works. Regards, Chuck Baldi On Mon, Jan 11, 2010 at 1:58 PM, Rick Cook remedyr...@gmail.com wrote: ** I have CM 7.0.3 P9, and am seeing something that doesn't make sense. So either it isn't working as designed, or I don't understand the design. After the Business Approval is processed, the Status is Scheduled. In either case, the PF Bar should allow the Change User at that point to select Next Stage from the PF Bar to move that into a Status of Implementation in Progress. This is not working. I can change the Status manually, but not from the PF Bar. The same is true when attempting to use the PF Bar from Planning in Progress to Scheduled for Review. Manually, it works just fine. With the PF Bar, not so much. Both processes use the same part of the PF Bar. Is this a known issue with a resolution, or just something we are going to have to work around, or is this As designed. Rick _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM automatic swap of fixed/floating
Misi, It has been a little while since I looked at that workflow but what you have looks correct. But wouldn't your set of viaTIL License Type = Fixed if you were going to swap the type? Looks like a useful tool. Regards, Chuck Baldi On Thu, Dec 3, 2009 at 11:55 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, I am building a system to automate swapping of Fixed/Floating Application licenses in ITSM. I am testing this on ITSM7.0, and hope that the technique is the same in all application versions. Can anyone verify that this strategy is sound? This is the filter to move from Floating to Fixed: Push-Fields to CTM:People Permission Groups if ( 'Remedy Login ID' = $Remedy Login ID$) AND ( 'Permission Tag Name' = $Permission Tag Name$) AND ( 'Status' = Enabled) AND ( 'viaTIL License Type' = Floating ) If No Requests Match: Error If Any Requests Match: Modify All Matching - viaTIL License Type = Floating - z1D Action = START - z1D Previous Operation = SET This is supposed to update a specific user with an active floating licenses for the application-tag in question. It may match multiple rows, for example if the users is both Asset Config and Asset Admin. The START and SET is Display-only-fields that triggers the ITSM-workflow that updates the User-form. I would appreciate any input! Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARPlugin.exe growing uncontrollably
I have seen this sort of thing happen when you make code changes in production with Development Cache Mode off. Note that there are some apps which cause this to happen, the worst offender seems to be Service Level Management but I don't know if RKM does this. This problem was quite severe under Linux but is observable under Windows. Regards, Chuck Baldi On Mon, Nov 23, 2009 at 11:48 AM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** Hi All - I am having to reboot my production server because the ARPlugin.exe is growing to over 1.5 GBs of RAM. I have a ticket into BMC but they are not sure why this is happening. I thought I would see if anyone here has an idea why this is happening. We went live with ITSM 7 at the end of June and have stayed pretty out of the box. We haven't implemented the CMDB yet and only do a little with AIE. I am wondering if this is happening because we are trying to use the ad hoc report tool quite a bit. Any ideas? ARS 7.1 p 6 ITSM 7.0.3 p 9 Service Desk Change Management Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 -- *Christie Pargeter * *Legacy Health IS - Programming SR Technical Analyst *cparge...@lhs.org * **1120 Building* tel: 503-415-5149 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Attachments in Work Info Entries Opening the Wrong File
I have not seen this specific problem but I have noticed behavior that may point you in the right direction. When the WUT opens an attachment it is first extracted to a Windows temp folder, and then run from there. There may be something peculiar with the temp folder or permissions that is causing the extracted file to be the same every time. In our case users were logging into a Citrix server and occasionally the extracted temporary file would be written as read-only and the user would not have write access so they would get an error. This temporary folder is the one under Docs Settings\user\Local Settings\Temp. Maybe you have something funky going on here or those users have their temp folder remapped to a shared location? Hope this helps some. Regards, Chuck Baldi On Thu, Oct 29, 2009 at 9:31 AM, Robert Dalton barc...@cox.net wrote: Env: UNIX / Oracle / ARS 7.01 / ITSM 7.03 This just started happening in the last week or so for only two support technicians using our Remedy System. Everyone else is running just fine and I am unable to duplicate the issue. The two who are having the problem are using ITSM Incident Management application and working tickets from a second level support position. Each time they open an attachment in a work info entry the attachment opens the same file no matter which ticket they are working on. It appears to be an email message from an earlier ticket and now no matter which attachment they try to open it opens the same file every time. I worked with one of the technicians and renamed his AR System folder under c:\documents and settings\all users\application data (thinking perhaps it was a corrupted view or search file) and the problem appeared to go away for a day but now it's back. Has anyone seen this before??? Any assistance would be greatly appreciated. Thanks, Robert Dalton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Task Flow bugs corrected
All, For anyone who is using the Task Flow engine in Change Management in more than a trivial way, you may have encountered bugs that prevent a built flow from behaving as expected. We did. After several unhelpful and time-wasting discussions with BMC support, we tracked-down and fixed a handful of bugs in the Task Flow engine. Context: ITSM 7.0.03, patch 008. Hoping this may be useful to others, here are the corrections that we made and why. 1. Filter TMS:TAS:Bypassed_MarkFlowTo_NotFollowed The If Action - Push Fields was setting the Flow Status to Flow Followed rather than Flow Not Followed as its name says. This was causing a flow that should be bypassed appear as if it was still active. The correction was to modify the Push Fields to set Status = “Flow Not Followed” == This was the principle bug we found. Fixing this caused the bypass of Task Groups to function properly. 2. Filter TMS:FLW:Bypassed_TaskEvaluate`! The Run If qualification was looking for Status = Flow Followed to check for bypassed rather than Flow Not Followed. No doubt this bug was hidden because of the first one above (or created because the first one could not be found.) The correction was to change the Run If condition to check for Status = Flow Not Followed. 3. Filter TMS:TGR:Bypassed`! This filter was not properly setting the DO variable zTmpInternal when a Task Group within another Task Group was being bypassed. When this happened the change of Status to Bypassed was being interpreted as a user input change which caused the filter TMS:SHR:Inactive_StatusLock to generate an error. This caused all pending flow updates to roll back leaving the flow unusable. The correction was to add zTmpInternal = Yes to the third Push Fields If Action. 4. Filter TMS:FLW:CheckForOtherFailedFlows I consider this a defect. In a merged flow (i.e., a Task with multiple input flows) if ANY input flow was bypassed, this filter caused the task and all downstream flows to also be bypassed. This is not the behavior I expect. When I have Flow To Successor when = All Complete (in the flow definition) I consider a bypassed input flow to be a completed flow. Therefore if any input is closed normally, then the multiple-input task should be activated normally. The multiple-input task should only be bypassed if ALL inputs are bypassed. This is important because using Any Complete in the flow is not an adequate solution. I want the multi-input task to activate only when all inputs are completed or bypassed. Setting the flow to Any Complete would allow the task to fire prematurely. The correction was to DISABLE the filter. 5. Filter TMS:SHR:varSetNameAsSourceForLabel. Despite what its help text says, this was only setting the source field for a data label if the data variable was an OUTPUT. We need the labels to be set when they are INPUT as well. My correction was to copy the filter and add the opposite condition, in this case ('zTmpVariableID' != $NULL) I hope this saves someone some time and pain. Regards, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Task Flow bugs corrected
Thanks, that is good to know. Because I suspected that there were many other bugs in the task flow I did not label my post as resolved. Chuck On Mon, Oct 26, 2009 at 2:47 PM, Guillaume Rheault guilla...@dcshq.comwrote: ** Forgot to mention... because these bugs are open in ITSM 7.6, and therefore not fixed, it is recommended customers do not use the task phasing feature either in ITSM 7.5.1 or ITSM 7.6. Hopefully ITSM 8.0 will fix, or an ITSM 7.6 patch Guillaume -Original Message- From: Guillaume Rheault Sent: Mon 10/26/09 2:47 PM To: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG Subject: RE: Task Flow bugs corrected FYI - there are more bugs in the Task Module in ITSM 7.5.1, when task phasing is in use. Here it the statement form BMC Support, when I submitted the ticket months ago: There is a hidden field associated with the TMS:Task form, State (10003019). This field must be set to Active for the task to allow a status change. For some reason, the OOB workflow has been found to intermittently fail in setting this. The exact cause is still under evaluation. The defect related to this is SW00316007. Bug SW00324022 was also created for the same defect, it is the one referenced in the ITSM 7.6 release notes. In addition to this bug, there is bug SW00345321, also referenced in the ITSM 7.6 release notes, about task phasing too. Because of these bugs, it is not recommended to use the task phasing functionality introduced in ITSM 7.5.1. Seems to me all the Task management module code needs to be reviewed and clean up. Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Charles Baldi Sent: Mon 10/26/09 11:32 AM To: arslist@ARSLIST.ORG Subject: Task Flow bugs corrected All, For anyone who is using the Task Flow engine in Change Management in more than a trivial way, you may have encountered bugs that prevent a built flow from behaving as expected. We did. After several unhelpful and time-wasting discussions with BMC support, we tracked-down and fixed a handful of bugs in the Task Flow engine. Context: ITSM 7.0.03, patch 008. Hoping this may be useful to others, here are the corrections that we made and why. 1. Filter TMS:TAS:Bypassed_MarkFlowTo_NotFollowed The If Action - Push Fields was setting the Flow Status to Flow Followed rather than Flow Not Followed as its name says. This was causing a flow that should be bypassed appear as if it was still active. The correction was to modify the Push Fields to set Status = Flow Not Followed == This was the principle bug we found. Fixing this caused the bypass of Task Groups to function properly. 2. Filter TMS:FLW:Bypassed_TaskEvaluate`! The Run If qualification was looking for Status = Flow Followed to check for bypassed rather than Flow Not Followed. No doubt this bug was hidden because of the first one above (or created because the first one could not be found.) The correction was to change the Run If condition to check for Status = Flow Not Followed. 3. Filter TMS:TGR:Bypassed`! This filter was not properly setting the DO variable zTmpInternal when a Task Group within another Task Group was being bypassed. When this happened the change of Status to Bypassed was being interpreted as a user input change which caused the filter TMS:SHR:Inactive_StatusLock to generate an error. This caused all pending flow updates to roll back leaving the flow unusable. The correction was to add zTmpInternal = Yes to the third Push Fields If Action. 4. Filter TMS:FLW:CheckForOtherFailedFlows I consider this a defect. In a merged flow (i.e., a Task with multiple input flows) if ANY input flow was bypassed, this filter caused the task and all downstream flows to also be bypassed. This is not the behavior I expect. When I have Flow To Successor when = All Complete (in the flow definition) I consider a bypassed input flow to be a completed flow. Therefore if any input is closed normally, then the multiple-input task should be activated normally. The multiple-input task should only be bypassed if ALL inputs are bypassed. This is important because using Any Complete in the flow is not an adequate solution. I want the multi-input task to activate only when all inputs are completed or bypassed. Setting the flow to Any Complete would allow the task to fire prematurely. The correction was to DISABLE the filter. 5. Filter TMS:SHR:varSetNameAsSourceForLabel. Despite what its help text says, this was only setting the source field for a data label if the data variable was an OUTPUT. We need the labels to be set when they are INPUT as well. My correction was to copy the filter and add the opposite condition, in this case ('zTmpVariableID' != $NULL) I hope this saves someone some time and pain. Regards, Chuck Baldi
Re: Qualifications in AR Reports - RESOLVED
I was able to answer my own question so I thought I would share with the group. I understand that to run an AR Report with qualification requires an Active Link to call it. What bugged me was that the Report Console and ReportSelection forms *do* have Active Links that call the reports. Examining these shows that they will indeed run the report with a qualification. The problem is in both cases that when the report is selected, there is no workflow that reads the qualification from the report definition. The solution involves two-and a half Active Links. For the ReportSelection form, the addition of the following Active Link will properly load the report qualification. Name: myprefix:ReportSelection:LoadQualification_5 Execute Order: 5 Form Name: ReportSelection Execute On: Menu/Row/Level Choice: ReportList Run If: ('Start Command' != $NULL$) AND ('Start Command' != ) AND ('Report Type' = AR System) If Action: Set Fields Read Value From: ReportCreator Set Field If: $Report Name$ = 'Report Name' If No Match: Set to $NULL$ If Multiple Match: Display a List Fields Query = $Qualification Ids$ Else Action: Set Fields Read Value From: CURRENT SCREEN Fields Query = $NULL$ For the Report Console fix , the Active Link definition is almost the same. Name: myprefix:RRC:SPO:GetReportQualification_011 Execute Order: 11 Form Name: RRC:Reporting Execute On: Menu/Row/Level Choice: Report Name Run If: ('Report Request ID' != $NULL$) AND ('Report Type' = AR System) If Action: Set Fields Read Value From: ReportCreator Set Field If: $Report Name$ = 'Report Name' If No Match: Set to $NULL$ If Multiple Match: Display a List Fields zTmpAdvancedQualification = $Qualification Ids$ The half AL was to change the execute order of the out of box AL RRC:SPO:GetReportInformation_011 from 11 to 12. This was necessary to squeeze in the custom one before this ran. It seemed like the least impact to out of box workflow. After this, I can create an AR Report on the ReportCreator form that has a qualification and then run the report from either the ReportSelection form or the Report Console. Note, to run it from the Report Console you need to find the record in the Report form and give it Categories (menu hierarchy). Again, we are using ITSM 7.0.3 p8 on ARS 7.1 p7 Hope this is useful to someone. Regards, Chuck Baldi On Wed, Oct 7, 2009 at 11:54 AM, Charles Baldi cba...@ieee.org wrote: Hello all, I am trying to do is build an AR Report using the ReportCreator form and have the user run it from the Reports console (accessed from the ITSM apps) or from the ReportSelection form. I have created a report OK and specified a qualification, but whenever I run the report the qualification is ignored and it attempts to return all rows--not what I want. Do you know what I need to do to get the qualification to be recognized? I have confirmed that the qual is good, and messed with the Query Override in Report setting on the Report form. No joy. I'm hoping to avoid having to specify an external Crystal Report for something that should be simple. ARS 7.1 P5 ITSM 7.0.3 P8 Suggestions? Thanks in advance, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Mid Tier Help
We have seen this when copying files from one environment to another. To correct it we have had to reset the Mid-Tier Administrator Password (in Server Information, Connection Settings tab) then redefine the AR Server Settings in the Mid-Tier configs (even if the passwords are the same). Regards, Chuck Baldi On Fri, Oct 16, 2009 at 8:22 PM, Lyle Taylor tayl...@ldschurch.org wrote: I've seen issues similar to this when forms were referencing another server. For example, a while back we had some contractors make some customizations to a form and they migrated it to our test and prod environment, I think by exporting the form to a def file and importing it into the target servers. After that, certain users started see errors like this. It turned out that certain items on the form were referencing the dev server, and the people getting the errors didn't have an account on the dev server. So, I'm not sure exactly how that applies in this situation, but might be a point to look into or a direction to check out. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Friday, October 16, 2009 3:53 PM To: arslist@ARSLIST.ORG Subject: Mid Tier Help I have copied my production system to a dev system a while back, everything is working except the Mid Tier. I can bring up the Mid Tier Config page, and I can access the homepage of the Mid Tier (displays Requester Console link, INC Console link, CHG console link). The issue is when I click on any of the links to access the console, I get the following: The following error(s) occurred while trying to process your request: ARERR [623] Authentication failed SSO / EA works if using the user tool. Cross reference black password is on and works. Any ideas?? Thanks - Marcelo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Reported date
I think that ReportedDate has workflow that sets it based on Reported Source. I don't know if that gets called via the interface create form or not but it is a place to look. Regards, Chuck Baldi On 10/16/09, Ramey, Anne anne.ra...@its.nc.gov wrote: I'm seeing an issue where sometimes, when a ticket is created through the HPD:IncidentInterface_Create, the Reported Date is not getting set. It's not on every ticket created this way, just some of them. Has anyone else seen this? Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- Sent from my mobile device ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Qualifications in AR Reports
Hello all, I am trying to do is build an AR Report using the ReportCreator form and have the user run it from the Reports console (accessed from the ITSM apps) or from the ReportSelection form. I have created a report OK and specified a qualification, but whenever I run the report the qualification is ignored and it attempts to return all rows--not what I want. Do you know what I need to do to get the qualification to be recognized? I have confirmed that the qual is good, and messed with the Query Override in Report setting on the Report form. No joy. I'm hoping to avoid having to specify an external Crystal Report for something that should be simple. ARS 7.1 P5 ITSM 7.0.3 P8 Suggestions? Thanks in advance, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Stumped - Need some fresh eyes
If NULL is a valid value then you will need to test for it explicitly. Your qualification will be undefined if your field is NULL which will result in that clause being FALSE. See the NULL value, relational Algebra section of the Workflow Objects guide. Your qualification should be more like: 'Billing_End_Date' != 'DB.Billing_End_Date' OR 'TR.Billing_End_Date' = $NULL$ Regards, Chuck Baldi On Mon, Sep 28, 2009 at 5:14 PM, Lyle Taylor tayl...@ldschurch.org wrote: Perhaps it's a filter phasing issue. Probably any filters that update the record (in order to trigger this filter) need to be named with `! at the end to override filter phasing. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of PRUITT, CHRISTOPHER Sent: Monday, September 28, 2009 3:11 PM To: arslist@ARSLIST.ORG Subject: Stumped - Need some fresh eyes We are stumped on a filter that does not want to fire correctly. Here is the situation. We have an Asset record that has no billing end date set. We set the Billing End Date to the current date/time along with other fields and the filter with the Run If Qualification: 'Billing_End_Date' != 'DB.Billing_End_Date' fires, as expected. This filter is just setting a Audit Trail entry. Right after that, on the same record about 3-5 seconds later we set the Billing End Date back to NULL along with other fields and the same filter does not fire. This is happening inside of a Filter Guide process that calls two different Filter Guide. The first is Set the Asset to Inactive, the second is Set Asset to Active along with new Data. All the data gets set correct including the Billing End Date We do a move by first setting the data for the current Asset record that has Active Billing to Inactive and Set the Billing End Date along with other fields. Later in the Filter Guide process we take that same record and update the new data and reactivate the billing under the new person and set the Billing End Date to NULL. It should work right? Now here is the rub. If we set the Asset record by itself to Inactive and Set the Billing End Date the filter with the Run If Qualification: 'Billing_End_Date' != 'DB.Billing_End_Date' fires. Then is we set the Asset record by itself to active and Set the Billing End Date to NULL the filter with the Run If Qualification: 'Billing_End_Date' != 'DB.Billing_End_Date' fires. But not when we do it inside of a Guide. Anyone ever see this happen before? Our environment is: Oracle 10g Remedy 7.1.00 Build 200708221849 SunOS 5.9 Christopher Pruitt HP Enterprise Services Bank of America Account | CIA - Integrated Applications | IW Infrastructure Team 972.605.7702 office | christopher.pru...@hp.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Stumped - Need some fresh eyes
Thanks Lyle, you're correct. I was just being in a hurry. Chuck Lyle Taylor wrote: ** Actually, that would fire any time the Billing_End_Date didn't change or was set to NULL (TR.Billing_End_Date will always be NULL unless the value is being changed to something non-null). He doesn't need to determine when it's null, just if it is being changed. In that case, since it does correctly fire in one case (where it's null in the DB but no in the updated record), it should also fire the other way around as well. If it doesn't, then that would probably be a bug and not be related to the NULL value relational Algebra. I think the relational Algebra discussion relates more to searches and may not apply here in this context. (I could be wrong on that point, but my first point above is correct.) Lyle *From:* Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Monday, September 28, 2009 3:23 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Stumped - Need some fresh eyes ** If NULL is a valid value then you will need to test for it explicitly. Your qualification will be undefined if your field is NULL which will result in that clause being FALSE. See the NULL value, relational Algebra section of the Workflow Objects guide. Your qualification should be more like: 'Billing_End_Date' != 'DB.Billing_End_Date' OR 'TR.Billing_End_Date' = $NULL$ Regards, Chuck Baldi On Mon, Sep 28, 2009 at 5:14 PM, Lyle Taylor tayl...@ldschurch.org mailto:tayl...@ldschurch.org wrote: Perhaps it's a filter phasing issue. Probably any filters that update the record (in order to trigger this filter) need to be named with `! at the end to override filter phasing. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of PRUITT, CHRISTOPHER Sent: Monday, September 28, 2009 3:11 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Stumped - Need some fresh eyes We are stumped on a filter that does not want to fire correctly. Here is the situation. We have an Asset record that has no billing end date set. We set the Billing End Date to the current date/time along with other fields and the filter with the Run If Qualification: 'Billing_End_Date' != 'DB.Billing_End_Date' fires, as expected. This filter is just setting a Audit Trail entry. Right after that, on the same record about 3-5 seconds later we set the Billing End Date back to NULL along with other fields and the same filter does not fire. This is happening inside of a Filter Guide process that calls two different Filter Guide. The first is Set the Asset to Inactive, the second is Set Asset to Active along with new Data. All the data gets set correct including the Billing End Date We do a move by first setting the data for the current Asset record that has Active Billing to Inactive and Set the Billing End Date along with other fields. Later in the Filter Guide process we take that same record and update the new data and reactivate the billing under the new person and set the Billing End Date to NULL. It should work right? Now here is the rub. If we set the Asset record by itself to Inactive and Set the Billing End Date the filter with the Run If Qualification: 'Billing_End_Date' != 'DB.Billing_End_Date' fires. Then is we set the Asset record by itself to active and Set the Billing End Date to NULL the filter with the Run If Qualification: 'Billing_End_Date' != 'DB.Billing_End_Date' fires. But not when we do it inside of a Guide. Anyone ever see this happen before? Our environment is: Oracle 10g Remedy 7.1.00 Build 200708221849 SunOS 5.9 Christopher Pruitt HP Enterprise Services Bank of America Account | CIA - Integrated Applications | IW Infrastructure Team 972.605.7702 office | christopher.pru...@hp.com mailto:christopher.pru...@hp.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor:rmisoluti...@verizon.net mailto:sponsor%3armisoluti...@verizon.net ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor:rmisoluti...@verizon.net mailto:sponsor%3armisoluti...@verizon.net ARSlist: Where the Answers Are _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor
Re: Use rrrchive to sync but not delete?
Misi, Thanks for your help on this. What I am trying to do is migrate from one production database to another. We have an existing prod server that has a broken installation. In order to install Asset Management we need to perform a re-install into a new prod. The new installed db has additional records in it that I do not want to be deleted when I migrate the data. Here is an outline of what I am trying to do: 1. Take OLD PROD backup. Users still active. 2. rrrchive using COPY from OLD PROD backup 1 -- NEW PROD (this is actually several steps breaking down into config vs data, takes a few hours) 3. Take another OLD PROD backup. OLD PROD put into Admin only mode. 4. rrrchive using SYNCTOTARGET from OLD PROD backup 2 -- NEW PROD (to migrate only updated records) The goal of the last step is to capture data changes since the first backup. This would require a production outage, but the down time will be much smaller than if we were to copy all of the data. I cannot just restore the old prod db to new prod because I am fixing the install including workflow. This is the best solution I have come up with. Any thoughts? Again, thanks for your help. Chuck Baldi On Thu, Sep 3, 2009 at 9:29 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, Up till now, there has been no way to do this. I have updated the tool in accordance with your suggestion, to allow setting syncmaxdeletedpercent=0, which disable the delete-operations. Please note that the SYNCTOTARGET-setting will restore any inconsistent records from the source to the target. Regardless of which one has been modified after the last SYNC-operation. If you add new records to source and target server, the target-server-records will be overwritten. The only thing you disable is the deletion of surplus records. Please describe in some more detail what you want to do. Is this how you want to do it: 1. PROD - TMP 2. Turn of PROD (admin-only-mode?) 3. Mess around with TMP-server 4. TMP - PROD Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello, Has anyone used rrrchive to synchronize one ARS database with another, but not delete records on the target database? I want to use SYNCTOTARGET to get updated records, but I don't want to delete any records on the target database. I am trying to come up with a way to migrate a full ITSM production install and data to another database (needed to fix install errors.) I want to use SYNCTOTARGET so I can do most of my migration off-line and then do a catch-up migration at the end of the day with only a small outage. Any advice is appreciated. Regards, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Copy to New - Disable or Use - Which do you Prefer?
We have occasionally blocked copy-to-new in ITSM apps when we have added many custom fields and did not have the opportunity to add those to the copying workflow. However if there is no need to block it, the we just leave it alone as it can be useful. The choice will depend on what a copy means to your form and how you need to tweak it so that the copy makes sense to your app and is still unique. Regards, Chuck Baldi On Thu, Sep 3, 2009 at 9:43 AM, Lammey, Peter A. peter.a.lam...@espn.comwrote: For any forms that your users access directly that you need to adjust what our how fields are setup in a new Submit (for Copy To New) you can add a Active Link that fires on the Copy To New action that will perform a Set fields and you can set fields to NULL or set fields to their Default or from other values looked up from other forms. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Robert Dalton Sent: Thursday, September 03, 2009 9:37 AM To: arslist@ARSLIST.ORG Subject: Copy to New - Disable or Use - Which do you Prefer? Good Morning List, A have a question which is not specific to any platform or version. Just curious how others handle the Copy to New functionality that's been in the client User Tool for many years. Do you prefer to create an active link which fires an error message to prevent people from using the copy to new functionality or do you let people use it??? In previous projects I worked on we always ran the error message preventing people from using it and then we created our own button, menu item, etc which performs an open window action and pushes only the fields we selected over instead. Is this how you are dealing with this -OR- do you have any better ideas??? Thanks, Robert Dalton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net sponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are Please consider the environment before printing this e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Unable to Report From Mid Tier ARERR 9246
Do you have your Crystal Reports or Business Objects server configured properly? Did this ever work in the past? On Thu, Sep 3, 2009 at 11:42 AM, Parker, Lawrence T lawrence.par...@nmci-isf.com wrote: Hi, We see the below trying to run reports from Mid Tier. The BMC documentation and everything else we've researched indicates that we need to verify the report we are trying to run is still available in the Remedy Reports form. Our reports are definitely in the Report form. Has anyone out there found a way around this problem? We did much diligence in trying to correct this issue before posting here. ARERR [9246] Cannot find report [Ljava.lang.String;@10dd4c8 of type null for form {2} on server {3}. Please see your administrator. Lawrence Parker IT Service Support Tools EDS Remedy Engineering 1968 Gilbert Street Norfolk, VA 23511 Tel: +1 757 963-1008 Mobile: +1 757 285-2368 E-mail: lawrence.par...@nmci-isf.com We deliver on our commitments so you can deliver on yours. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Notify - Calculate Time
I'm assuming that you are on ITSM 7.x. I'm sure that the answer will be different for 6.x or earlier. What you can do is create your own translate filter to do this. We added one to translate #TIMESTAMP# into the actual timestamp, but you could come up with your own tag, like #MODTIME#, and translate that into your $TIMESTAMP$ - $Modified Date$ value. I know of no built-in structure to do this. If you follow the code you find all the translate filters so this seems like the best place to put something like this. Hope it helps. Regards, Chuck Baldi On Wed, Sep 2, 2009 at 4:47 PM, Brittain, Mark mbritt...@navisite.comwrote: ** HI All, What I would like to do is have a statement in an email “Ticket was last updated 35 minutes ago” So in the filter I want to calculate the difference $TIMESTAMP$ - $Modified Date$ and include the results in the email without first having to store the results in a field Is there a syntax in the Notify text where I can do that? Calculate in memory and include in the email. Thanks Mark Mark Brittain Remedy Developer *NaviSite **mbritt...@navisite.com* mbritt...@navisite.com (315) 453-2912 x5418 (Phone) (315) 317.2897 (Cell) *Reduce Cost of IT with Managed Hosting and Application Services from NaviSite.** *Visit www.NaviSite.com http://www.navisite.com/ Today. * * 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Use rrrchive to sync but not delete?
Hello, Has anyone used rrrchive to synchronize one ARS database with another, but not delete records on the target database? I want to use SYNCTOTARGET to get updated records, but I don't want to delete any records on the target database. I am trying to come up with a way to migrate a full ITSM production install and data to another database (needed to fix install errors.) I want to use SYNCTOTARGET so I can do most of my migration off-line and then do a catch-up migration at the end of the day with only a small outage. Any advice is appreciated. Regards, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Reactivating bypassed Tasks? (ITSM 7.x)
We have implemented a reasonably complicated flow of tasks to support various change templates in CM 7.0.3. The flow of tasks is controlled by answers to questions that are asked up front. Fairly regularly users are coming to us saying that they made a mistake with their question, can we please change it. Well by that time several tasks have been bypassed because of their original answer. Aside from the fact that the flow should have validation of the answers before any branching takes place (trying to get the customer to permit this), has anyone played with changing the status of bypassed tasks to Assigned or WIP so that they can be worked? I don't need any task flow to work at this point but want to use the tasks if possible rather than creating a number of ad-hoc tasks. Has anyone had any luck making a bypassed task workable again? I know this is not a long-term solution, but I am trying to cut down on the support overhead until we have a better method in place. Thanks in advance, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Reactivating bypassed Tasks? (ITSM 7.x)
Mark, I appreciate any thoughts or suggestions. Our problem is not finding the previous task but putting it into a state where it can be worked. I can force it but am hoping someone else may have tried this before and has some good/bad results to share. Regards, Chuck On Tue, Aug 25, 2009 at 1:06 PM, Brittain, Mark mbritt...@navisite.comwrote: ** Chuck I am not familiar with the CM 7.0.3 however I have an idea. How are the tasks linked? If there is a common Master number and then each task has a sequence number then I would think you could institute a back-button like a browser. Might be able to use a table field somewhere to track the history of the tasks and walk back up the table rows. Probable missing this by a mile but thought it could not hurt to throw out this idea. Mark -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Tuesday, August 25, 2009 12:44 PM *To:* arslist@ARSLIST.ORG *Subject:* Reactivating bypassed Tasks? (ITSM 7.x) ** We have implemented a reasonably complicated flow of tasks to support various change templates in CM 7.0.3. The flow of tasks is controlled by answers to questions that are asked up front. Fairly regularly users are coming to us saying that they made a mistake with their question, can we please change it. Well by that time several tasks have been bypassed because of their original answer. Aside from the fact that the flow should have validation of the answers before any branching takes place (trying to get the customer to permit this), has anyone played with changing the status of bypassed tasks to Assigned or WIP so that they can be worked? I don't need any task flow to work at this point but want to use the tasks if possible rather than creating a number of ad-hoc tasks. Has anyone had any luck making a bypassed task workable again? I know this is not a long-term solution, but I am trying to cut down on the support overhead until we have a better method in place. Thanks in advance, Chuck Baldi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Apt. way to delete foundation data
Raj, You can do this a couple different ways, depending on which data objects you want to reload. You CAN delete foundation data by hand but you need to watch out for dependent forms that get populated by workflow but don't cascade delete. I don't have my notes nearby from when I did this before but you want to look at the alias forms for company, site, etc. and people permission groups. Looking at the various tabs in the DL spreadsheets can help you spot some of these too. The DMT does have a facility to change/delete some foundation objects such as Companies. I have not used it to remove a lot of info but this may be useful depending on how much you have to reload. Of course, a safe way would be to restore from database backup. You have that, right? :-) How much data are you talking about? Chuck Baldi On Thu, Aug 20, 2009 at 1:21 PM, Raj ravi6...@gmail.com wrote: Hello all, Last month, I did foundation data uploads using ARImport tool. Leter I realized that using DMT for this is the best method. So I want to clean up the data which i did imports through Import tool. which is the best way to delete foundation data, is there any utility/ tool or should I just go to each forms and do the clean up? Is there any faster way ? please advise, Raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Apt. way to delete foundation data
Hi Joe, When I have done this it was not too painful. There were not too many dependencies on delete, except for maybe Company. And loading the same info back in tends to highlight things that were not cleaned up. This was useful for us when validating the data load templates we were using. Plus we didn't need to be DBAs to do it :-) Chuck On Thu, Aug 20, 2009 at 4:01 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** Develop a script to truncate table table name; for all foundation data T, H and B tables and reset ther corresponding nextid values to 1. That would be the fastest way. Going to each form and deleting would amount to requesting delete action through the AR System API layer and would not be the fastest way. Joe -- *From:* Raj ravi6...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Thursday, August 20, 2009 1:21:01 PM *Subject:* Apt. way to delete foundation data Hello all, Last month, I did foundation data uploads using ARImport tool. Leter I realized that using DMT for this is the best method. So I want to clean up the data which i did imports through Import tool. which is the best way to delete foundation data, is there any utility/ tool or should I just go to each forms and do the clean up? Is there any faster way ? please advise, Raj __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Using Escalation with form CHG:ChangeInterface_Create
Christine, A couple of thoughts for you. First, you do need a Run If qualification in the escalation. Otherwise your action (create a record) will occur for every record in the form. This will quickly generate more records that you want. What is your criteria for creating the change record? I suggest that you create another form that has data indicating your need to create a new change request. Your escalation would then run against that form with a Run If against your create criteria. Then do your push against ChangeInterface_Create. Finally, this form works pretty well out of the box. I suspect that there are other mandatory fields that you are not setting like company, location, requester, etc. Regards, Chuck Baldi On Thu, Aug 6, 2009 at 11:04 PM, Christine christineperryi...@yahoo.comwrote: I’m trying to use the Escalation process with the form CHG:ChangeInterface_Create to create a Change. I’m mostly an admin, not a developer. I have not been 100% successful with this. Looking for some advice: I am choosing the CHG:ChangeInterface_Create form. In the escalation I have no Run If qualifier. If I just have a Set Fields action a record successfully gets created in the CHG:ChangeInterface_Create form. The value of the Change Template Instance ID is being set in the Template ID field. The z1D_Action is being set to CREATE. Again, this does create a record in the CHG:ChangeInterface_Create form. It does not however create an actual Change. So I added a subsequent Run Process of PERFORM-ACTION-ACTIVE-LINK 4 which from what I can discern will run the associated Active Links as if a record was submitted manually. I add this Process; update the Time Criteria to run in about 10 minutes, save the escalation, turn on the escalation log and wait. The escalation comes along with a message of ‘Failed Qualification’. There is no Run-If qualification on either the Basic tab or on the Set Fields action. I looked at the detail of the Run-If and there are not even any spaces in the qualifiers. I deleted the escalation, recreated with just the Set Fields and again, a record will be created in CHG:ChangeInterfaceCreate. I add the Run Process of PERFORM-ACTION-ACTIVE-LINK 4 and end up again with a message in the escalation log of ‘Failed Qualification’. Again I check the Run If fields and the field is blank. I tried again with first running PERFORM-ACTION-ACTIVE-LINK 32768 (window open) before the Set Fields and this too ends in Failed Qualification. Do I need a Run If qualifier to use a Run Process such as above? Is there one that you would suggest (sorry, I really am mostly an admin). Is the Escalation process the incorrect method to achieve an automated, scheduled creation of a Change? Remedy version 7.1.00, patch 002; Change Management 7.0.03, patch 007. Thanks much, Christine ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7.1, Incident form, dialogs, and hidden menu bar menus
Some other workflow is calling the PERFORM-ACTION-ACTIVE-LINK run process command. In the ITSM apps, this usually happens from one of several visible buttons to a common hidden button to drive workflow. There are lots of hidden buttons that are pressed this way. Regards, Chuck Baldi On Wed, Jul 29, 2009 at 7:33 PM, Phillips, Richard I CTR USA rick.philli...@us.army.mil wrote: ITSM 7.1 I'm familiar with Users selecting a value from a menu bar menu on a regular form, and having an A/L fire. How does an A/L fire when the menu bar menu is hidden, and the form is a dialog? Here's my scenario: When a user selects an Incident template to create an INC, the following A/L fires: HPD:INC:SelectTemplate_110_SetDescription It executes on Button/Menu Item 'z3Btn Select Template'. 'z3Btn Select Template' is not a button, but appears to be a menu bar item. It's associated with HPD:Helpdesk dialog views only (but dialog windows have no menu bars). Additionally, 'z3Btn Select Template' is 'not in any view'. The only HPD:Helpdesk form views with menu bar menus have them hidden, but enabled. How does this A/L get fired? Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Install Asset onto a working Incident/Problem/Change system?
Rick, Yes I agree with you and will be stressing that in the future. On Wed, Jul 29, 2009 at 4:37 PM, Rick Cook remedyr...@gmail.com wrote: ** That's why I install the entire basic suite, even if the customer is only going to use Incident, unless server resources prevent it or I am ordered not to. Rick -- *From*: Howard Richter *Date*: Wed, 29 Jul 2009 16:23:34 -0400 *To*: arslist@ARSLIST.ORG *Subject*: Re: Install Asset onto a working Incident/Problem/Change system? All I can say is ouch. Could it been the order that items were installed in? Sent from Howard Richter's iPhone On Jul 29, 2009, at 2:45 PM, Charles Baldi charles.ba...@gmail.com wrote: ** An update. Apparently there were some fundamental errors during the original install of Incident that were not caught and corrected by that team. These errors were specifically in the area of integration with Asset/CMDB. The BMC-supported direction is a ground-up rebuild, which we are doing. So, not a trivial solution but we have a plan. Thanks to those who helped. Regards, Chuck Baldi On Mon, Jul 20, 2009 at 4:43 PM, Charles Baldi charles.ba...@gmail.comwrote: This is a development system, but we are prepping for an Asset install into production, which has the identical configuration (and same missing AST:BaseElement). I wonder if it is the authentication between the CMDB processes and ARServer. Any thoughts? Pending feedback from BMC, I will be trying to poke things with cmdbdriver to see if I get a different response. I will also try re-applying CMDB 2.1 patch 4 again to. I have good backups so getting to a known state is not a problem. Chuck On Mon, Jul 20, 2009 at 4:38 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** The SHR:Schema Names is not a meta data table so the AR System server should not really care about that entry if you are using the cmdbdriver to create that form. Is this a test system? If not you may just be better off trying to reinstall. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:29:43 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** The SHR:Schema Names form already had an entry, but the arschema table does not. On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** Does the arschema table have an entry for it already? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:07:55 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Yes, same errors when importing manually. Fundamentally these are all because the AST:BaseElement form does not exist. I cannot find a def file that imports this and I believe that is because it is expected to be built from the CMDB through the Sync Asset UI process (cmdbdriver) which is failing to create the form. Chuck On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** And manually importing these fails too? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:43:15 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Joe, Good suggestion, but the installer is not failing. It completes happily, but the summary table at the end (and the log files) show many, many def file load errors along the way. Chuck On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** The contents of your Share Application Properties form may be prompting your installer that Asset is already installed? Did you try clearing the Asset related entries in the Share Application Properties (entries with the current version you are trying to install) form and then trying to install it? If you choose the route to clear those entries, I would suggest that you take a backup of these entries and then delete them just in case you need to revert. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:17:54 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** So when I try to install Asset, I get 60 failed objects under the ast component and the culprit appears to be that the system is unable to create AST:BaseElement. If I try to force the creation using Sync Asset UI, I get the cryptic logs: Start processing of form AST:BaseElement Creating new form Will fetch display infor for form AST:BaseElement Will make the new Form AST:BaseElement that is an inner join on BMC.CORE:BMC_BaseElement Failed to create Form for: AST:BaseElement Form does not exist on server AST:BaseElement Of course the AST:BaseElement does
Re: Install Asset onto a working Incident/Problem/Change system?
An update. Apparently there were some fundamental errors during the original install of Incident that were not caught and corrected by that team. These errors were specifically in the area of integration with Asset/CMDB. The BMC-supported direction is a ground-up rebuild, which we are doing. So, not a trivial solution but we have a plan. Thanks to those who helped. Regards, Chuck Baldi On Mon, Jul 20, 2009 at 4:43 PM, Charles Baldi charles.ba...@gmail.comwrote: This is a development system, but we are prepping for an Asset install into production, which has the identical configuration (and same missing AST:BaseElement). I wonder if it is the authentication between the CMDB processes and ARServer. Any thoughts? Pending feedback from BMC, I will be trying to poke things with cmdbdriver to see if I get a different response. I will also try re-applying CMDB 2.1 patch 4 again to. I have good backups so getting to a known state is not a problem. Chuck On Mon, Jul 20, 2009 at 4:38 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** The SHR:Schema Names is not a meta data table so the AR System server should not really care about that entry if you are using the cmdbdriver to create that form. Is this a test system? If not you may just be better off trying to reinstall. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:29:43 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** The SHR:Schema Names form already had an entry, but the arschema table does not. On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** Does the arschema table have an entry for it already? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:07:55 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Yes, same errors when importing manually. Fundamentally these are all because the AST:BaseElement form does not exist. I cannot find a def file that imports this and I believe that is because it is expected to be built from the CMDB through the Sync Asset UI process (cmdbdriver) which is failing to create the form. Chuck On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** And manually importing these fails too? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:43:15 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Joe, Good suggestion, but the installer is not failing. It completes happily, but the summary table at the end (and the log files) show many, many def file load errors along the way. Chuck On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** The contents of your Share Application Properties form may be prompting your installer that Asset is already installed? Did you try clearing the Asset related entries in the Share Application Properties (entries with the current version you are trying to install) form and then trying to install it? If you choose the route to clear those entries, I would suggest that you take a backup of these entries and then delete them just in case you need to revert. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:17:54 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** So when I try to install Asset, I get 60 failed objects under the ast component and the culprit appears to be that the system is unable to create AST:BaseElement. If I try to force the creation using Sync Asset UI, I get the cryptic logs: Start processing of form AST:BaseElement Creating new form Will fetch display infor for form AST:BaseElement Will make the new Form AST:BaseElement that is an inner join on BMC.CORE:BMC_BaseElement Failed to create Form for: AST:BaseElement Form does not exist on server AST:BaseElement Of course the AST:BaseElement does not exist, that is why I am creating it! Has anyone seen this before or have suggestions on how to fix this? - I am logged-in as Demo with proper (administrator) privs - I confirm that Demo can create forms - I tried forcing things by creating a fake AST:BaseElement form I still get the can't create message. Have a call in with BMC but no response in over 24 hours :-( Chuck On Thu, Jul 16, 2009 at 2:19 PM, strauss stra...@unt.edu wrote: ** No. Install Asset 7.0.03 which is current to patch 003. Install Patch 007 which will bring Asset up to 007, but unfortunately will overwrite any changes 008 made to the other apps. Install Patch 008 or 009 which will bring ALL of the apps to the same
Re: Install Asset onto a working Incident/Problem/Change system?
No, it appears that the errors were not seen and dealt with. My suspicion is that since the apps were installed on a non C: drive that the TEMP/TMP ENV variables were not set to point to the install disk and some components failed. That's the best I can tell from what logs remain. I'm surprised that there weren't more obvious operational failures. Chuck On Wed, Jul 29, 2009 at 4:23 PM, Howard Richter hbr4...@gmail.com wrote: ** All I can say is ouch. Could it been the order that items were installed in? Sent from Howard Richter's iPhone On Jul 29, 2009, at 2:45 PM, Charles Baldi charles.ba...@gmail.com wrote: ** An update. Apparently there were some fundamental errors during the original install of Incident that were not caught and corrected by that team. These errors were specifically in the area of integration with Asset/CMDB. The BMC-supported direction is a ground-up rebuild, which we are doing. So, not a trivial solution but we have a plan. Thanks to those who helped. Regards, Chuck Baldi On Mon, Jul 20, 2009 at 4:43 PM, Charles Baldi charles.ba...@gmail.comwrote: This is a development system, but we are prepping for an Asset install into production, which has the identical configuration (and same missing AST:BaseElement). I wonder if it is the authentication between the CMDB processes and ARServer. Any thoughts? Pending feedback from BMC, I will be trying to poke things with cmdbdriver to see if I get a different response. I will also try re-applying CMDB 2.1 patch 4 again to. I have good backups so getting to a known state is not a problem. Chuck On Mon, Jul 20, 2009 at 4:38 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** The SHR:Schema Names is not a meta data table so the AR System server should not really care about that entry if you are using the cmdbdriver to create that form. Is this a test system? If not you may just be better off trying to reinstall. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:29:43 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** The SHR:Schema Names form already had an entry, but the arschema table does not. On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** Does the arschema table have an entry for it already? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:07:55 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Yes, same errors when importing manually. Fundamentally these are all because the AST:BaseElement form does not exist. I cannot find a def file that imports this and I believe that is because it is expected to be built from the CMDB through the Sync Asset UI process (cmdbdriver) which is failing to create the form. Chuck On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** And manually importing these fails too? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:43:15 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Joe, Good suggestion, but the installer is not failing. It completes happily, but the summary table at the end (and the log files) show many, many def file load errors along the way. Chuck On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** The contents of your Share Application Properties form may be prompting your installer that Asset is already installed? Did you try clearing the Asset related entries in the Share Application Properties (entries with the current version you are trying to install) form and then trying to install it? If you choose the route to clear those entries, I would suggest that you take a backup of these entries and then delete them just in case you need to revert. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:17:54 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** So when I try to install Asset, I get 60 failed objects under the ast component and the culprit appears to be that the system is unable to create AST:BaseElement. If I try to force the creation using Sync Asset UI, I get the cryptic logs: Start processing of form AST:BaseElement Creating new form Will fetch display infor for form AST:BaseElement Will make the new Form AST:BaseElement that is an inner join on BMC.CORE:BMC_BaseElement Failed to create Form for: AST:BaseElement Form does not exist on server AST:BaseElement Of course the AST:BaseElement does not exist, that is why I am creating it! Has anyone seen this before or have
Re: Dialogs/ Pop ups on Mid Tier - Remedy version 7.1
Is it possible that this user does not have permissions to run active links on the form that are setting the data? Or perhaps no permissions on the field used in the qual of the first erroring AL. The first error should indicate which AL it is coming from. Look to see what field it is using in it's search and check its permissions or that of any ALs that shove data into it (if it is a display-only field.) Regards, Chuck Baldi On Fri, Jul 24, 2009 at 8:34 AM, RMUSR2009 pals...@gmail.com wrote: One the user is facing this strange issue. When he tries to search the web for Incidents or Change Requests, he gets a dialog box with an error No item matches active link conditions; this operation has been defined so that no match generates an error. (ARERR 9278) on clicking Ok, one more web dialog appears Data Types are not appropriate for relational operation (ARERR 313) followed by a confirm save request dialog box. This user has only Incident viewer and Infrastructuer change Viewer permission. This absolutely works fine on the QA environment for the same user with same permissions. When I login with my Id on his machine, it works fine for me without any pop ups. This issues is there for his entire group. I tried deleting cookies, but didnt help. Has anybody faced this issue before? Please suggest. -- View this message in context: http://www.nabble.com/Dialogs--Pop-ups-on-Mid-Tier---Remedy-version-7.1-tp24643387p24643387.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to create a new field on SYS:Status Query Rules
This is a result of the goofy way that status (or other) values are handled in the ITSM apps. In addition to adding your entry, you also need to update the CTM:CFG-ApplicationPreferences form, and modify the attributes on the appropriate hidden status fields to also add your new search name and selection id. Since you are adding a change-related search you need to update field 101740 - Infrastructure Change Status, though if you look closely ALL those status fields have entries for all other field's searches. They could easily have made this completely data-driven, but there are still these lingering hidden fields. Sigh. Regards, Chuck Baldi On Wed, Jul 22, 2009 at 5:23 PM, Meyer, Jennifer L jennifer.me...@its.nc.gov wrote: Does anyone know how to create a new field on SYS:Status Query Rules? SYS:Status Query Rules is the form that determines those nifty menus on the Overview Console. I've been trying to create a new entry for CHG:Infrastructure Change, but the menu item shows up and puts a blank value in the field and shows me every single change my group has ever created. You can modify an existing entry, but new entries don't seem to be setting properly. Here's a snippet from the active link log. From the active link worklogs, these are the relevant bits of workflow that matter in the action of active link CTM:IPF:CRQStatus_100_SetOnModify. In this first work log snippet, the status is set to All Scheduled Changes, which relates to Infrastructure Change statuses 6 and 7. The statuses are set correctly here. ACTL Checking CTM:IPF:CRQStatus_100_SetOnModify (100) ACTL - Passed qualification -- perform if actions ACTL 0: Set Fields ACTL z1D Integer01 (100077) = 22000 ACTL 1: Set Fields ACTL Infrastructure Change Status (101740) = 22000 ACTL CRQ Integer Status01 (101776) = 6 ACTL CRQ Integer Status02 (101777) = 7 ACTL 2: Set Fields ACTL Change Status (301604500) = All Scheduled Changes In this second work log snippet, the status is set to All Draft or Open Changes, which relates to Infrastructure Change statuses 0 through 8. The statuses are set to $\NULL$ here. ACTL Checking CTM:IPF:CRQStatus_100_SetOnModify (100) ACTL - Passed qualification -- perform if actions ACTL 0: Set Fields ACTL z1D Integer01 (100077) = 19101 ACTL 1: Set Fields ACTL Infrastructure Change Status (101740) = ACTL CRQ Integer Status01 (101776) = 0 ACTL CRQ Integer Status02 (101777) = 8 ACTL 2: Set Fields ACTL Change Status (301604500) = The confusing portion of this is the disregard which the workflow seems to show for new records created in the form SYS:Status Query Rules. I have attempted to create new records with the Infrastructure Change Statuses 19101, 16600, 19050, and 17001. All are treated in the same manner; however, as the below snippet of work log demonstrates, an existing record can be changed to include a wider range of statuses with no ill effect. I've also tried to export an existing record, modify the record, and import the modified record, with the same results. The below is an existing record that has been modified. It works fine. ACTL Checking CTM:IPF:CRQStatus_100_SetOnModify (100) ACTL - Passed qualification -- perform if actions ACTL 0: Set Fields ACTL z1D Integer01 (100077) = 19000 ACTL 1: Set Fields ACTL Infrastructure Change Status (101740) = 19000 ACTL CRQ Integer Status01 (101776) = 0 ACTL CRQ Integer Status02 (101777) = 9 ACTL 2: Set Fields ACTL Change Status (301604500) = All Draft Changes AR System 7.0.3 P6 ITSM 7.0.1 P7 Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 jennifer.me...@its.nc.gov http://its.state.nc.us E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Install Asset onto a working Incident/Problem/Change system?
This is a development system, but we are prepping for an Asset install into production, which has the identical configuration (and same missing AST:BaseElement). I wonder if it is the authentication between the CMDB processes and ARServer. Any thoughts? Pending feedback from BMC, I will be trying to poke things with cmdbdriver to see if I get a different response. I will also try re-applying CMDB 2.1 patch 4 again to. I have good backups so getting to a known state is not a problem. Chuck On Mon, Jul 20, 2009 at 4:38 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** The SHR:Schema Names is not a meta data table so the AR System server should not really care about that entry if you are using the cmdbdriver to create that form. Is this a test system? If not you may just be better off trying to reinstall. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:29:43 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** The SHR:Schema Names form already had an entry, but the arschema table does not. On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** Does the arschema table have an entry for it already? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:07:55 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Yes, same errors when importing manually. Fundamentally these are all because the AST:BaseElement form does not exist. I cannot find a def file that imports this and I believe that is because it is expected to be built from the CMDB through the Sync Asset UI process (cmdbdriver) which is failing to create the form. Chuck On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** And manually importing these fails too? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:43:15 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Joe, Good suggestion, but the installer is not failing. It completes happily, but the summary table at the end (and the log files) show many, many def file load errors along the way. Chuck On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** The contents of your Share Application Properties form may be prompting your installer that Asset is already installed? Did you try clearing the Asset related entries in the Share Application Properties (entries with the current version you are trying to install) form and then trying to install it? If you choose the route to clear those entries, I would suggest that you take a backup of these entries and then delete them just in case you need to revert. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:17:54 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** So when I try to install Asset, I get 60 failed objects under the ast component and the culprit appears to be that the system is unable to create AST:BaseElement. If I try to force the creation using Sync Asset UI, I get the cryptic logs: Start processing of form AST:BaseElement Creating new form Will fetch display infor for form AST:BaseElement Will make the new Form AST:BaseElement that is an inner join on BMC.CORE:BMC_BaseElement Failed to create Form for: AST:BaseElement Form does not exist on server AST:BaseElement Of course the AST:BaseElement does not exist, that is why I am creating it! Has anyone seen this before or have suggestions on how to fix this? - I am logged-in as Demo with proper (administrator) privs - I confirm that Demo can create forms - I tried forcing things by creating a fake AST:BaseElement form I still get the can't create message. Have a call in with BMC but no response in over 24 hours :-( Chuck On Thu, Jul 16, 2009 at 2:19 PM, strauss stra...@unt.edu wrote: ** No. Install Asset 7.0.03 which is current to patch 003. Install Patch 007 which will bring Asset up to 007, but unfortunately will overwrite any changes 008 made to the other apps. Install Patch 008 or 009 which will bring ALL of the apps to the same level. We went live on 007 in Spring 08 but were looking at patching ITSM to 008 or 009 this spring, while also trying to get the ITSM Suite licensing that would have given us Asset (the only one we lack). It was not funded, but we delayed our patching until after that decision so as to avoid the situation that you are in. Applying 007 at our site requires that I reconstruct a _*lot*_ of customizations in Incident – learned and documented when we went from 006 to 007 just
Re: Install Asset onto a working Incident/Problem/Change system?
So when I try to install Asset, I get 60 failed objects under the ast component and the culprit appears to be that the system is unable to create AST:BaseElement. If I try to force the creation using Sync Asset UI, I get the cryptic logs: Start processing of form AST:BaseElement Creating new form Will fetch display infor for form AST:BaseElement Will make the new Form AST:BaseElement that is an inner join on BMC.CORE:BMC_BaseElement Failed to create Form for: AST:BaseElement Form does not exist on server AST:BaseElement Of course the AST:BaseElement does not exist, that is why I am creating it! Has anyone seen this before or have suggestions on how to fix this? - I am logged-in as Demo with proper (administrator) privs - I confirm that Demo can create forms - I tried forcing things by creating a fake AST:BaseElement form I still get the can't create message. Have a call in with BMC but no response in over 24 hours :-( Chuck On Thu, Jul 16, 2009 at 2:19 PM, strauss stra...@unt.edu wrote: ** No. Install Asset 7.0.03 which is current to patch 003. Install Patch 007 which will bring Asset up to 007, but unfortunately will overwrite any changes 008 made to the other apps. Install Patch 008 or 009 which will bring ALL of the apps to the same level. We went live on 007 in Spring 08 but were looking at patching ITSM to 008 or 009 this spring, while also trying to get the ITSM Suite licensing that would have given us Asset (the only one we lack). It was not funded, but we delayed our patching until after that decision so as to avoid the situation that you are in. Applying 007 at our site requires that I reconstruct a _ *lot*_ of customizations in Incident – learned and documented when we went from 006 to 007 just before go live in May 08, whereas 008 and 009 had very little effect on Incident (better designed patches) and mostly applied to Change and Task which we have not customized. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Thursday, July 16, 2009 1:12 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** To clarify, we do have CMDB 2.1.0 at patch 4. Our first attempt to install Asset resulted in a pile of errors against missing forms (e.g., AST:PurchaseLineItemAssetJoin). I was puzzled because I expected the Asset install to handle all the AST forms. Perhaps this is because we are at ITSM patch 008? So Chris, you are saying that we should 1. Install ITSM patch 007 (downgrade) 2. Install Asset 3. Re-apply patch008 Chuck On Thu, Jul 16, 2009 at 2:07 PM, strauss stra...@unt.edu wrote: ** Asset installs at patch 003, and cannot be brought up to patch 008 without first running patch 007, the last patch to include patches 004-006. Because patch 007 will apply to ALL ITSM apps, it will knock ALL of your other apps back to 007. Then you can run 008 against everything. The release notes for 009 were very specific about all of this… not sure about 008. If you had to do any post 008 cleanup on Incident, etc., you will have to do it again. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Thursday, July 16, 2009 12:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Install Asset onto a working Incident/Problem/Change system? ** Hello list, We have been asked to install Asset Management into an existing configuration that already has Incident, Problem, and Change. Our current configs are: ARS 1.7 p005 Incident/Problem/Change 7.0.03, p008 Windows 2003 server SQL Server 2005 We are opening an issue with BMC to get some direction, but I wondered if anyone else has experience in retro fitting Asset into an existing ITSM install. I'm hoping to be able to do this without doing a ground-up install with Asset first, then Incident/Problem/Change, then patch, then re-apply customizations. Am I dreaming? Thanks in advance, Chuck Baldi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Install Asset onto a working Incident/Problem/Change system?
Joe, Good suggestion, but the installer is not failing. It completes happily, but the summary table at the end (and the log files) show many, many def file load errors along the way. Chuck On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** The contents of your Share Application Properties form may be prompting your installer that Asset is already installed? Did you try clearing the Asset related entries in the Share Application Properties (entries with the current version you are trying to install) form and then trying to install it? If you choose the route to clear those entries, I would suggest that you take a backup of these entries and then delete them just in case you need to revert. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:17:54 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** So when I try to install Asset, I get 60 failed objects under the ast component and the culprit appears to be that the system is unable to create AST:BaseElement. If I try to force the creation using Sync Asset UI, I get the cryptic logs: Start processing of form AST:BaseElement Creating new form Will fetch display infor for form AST:BaseElement Will make the new Form AST:BaseElement that is an inner join on BMC.CORE:BMC_BaseElement Failed to create Form for: AST:BaseElement Form does not exist on server AST:BaseElement Of course the AST:BaseElement does not exist, that is why I am creating it! Has anyone seen this before or have suggestions on how to fix this? - I am logged-in as Demo with proper (administrator) privs - I confirm that Demo can create forms - I tried forcing things by creating a fake AST:BaseElement form I still get the can't create message. Have a call in with BMC but no response in over 24 hours :-( Chuck On Thu, Jul 16, 2009 at 2:19 PM, strauss stra...@unt.edu wrote: ** No. Install Asset 7.0.03 which is current to patch 003. Install Patch 007 which will bring Asset up to 007, but unfortunately will overwrite any changes 008 made to the other apps. Install Patch 008 or 009 which will bring ALL of the apps to the same level. We went live on 007 in Spring 08 but were looking at patching ITSM to 008 or 009 this spring, while also trying to get the ITSM Suite licensing that would have given us Asset (the only one we lack). It was not funded, but we delayed our patching until after that decision so as to avoid the situation that you are in. Applying 007 at our site requires that I reconstruct a _ *lot*_ of customizations in Incident – learned and documented when we went from 006 to 007 just before go live in May 08, whereas 008 and 009 had very little effect on Incident (better designed patches) and mostly applied to Change and Task which we have not customized. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Thursday, July 16, 2009 1:12 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** To clarify, we do have CMDB 2.1.0 at patch 4. Our first attempt to install Asset resulted in a pile of errors against missing forms (e.g., AST:PurchaseLineItemAssetJoin). I was puzzled because I expected the Asset install to handle all the AST forms. Perhaps this is because we are at ITSM patch 008? So Chris, you are saying that we should 1. Install ITSM patch 007 (downgrade) 2. Install Asset 3. Re-apply patch008 Chuck On Thu, Jul 16, 2009 at 2:07 PM, strauss stra...@unt.edu wrote: ** Asset installs at patch 003, and cannot be brought up to patch 008 without first running patch 007, the last patch to include patches 004-006. Because patch 007 will apply to ALL ITSM apps, it will knock ALL of your other apps back to 007. Then you can run 008 against everything. The release notes for 009 were very specific about all of this… not sure about 008. If you had to do any post 008 cleanup on Incident, etc., you will have to do it again. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Thursday, July 16, 2009 12:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Install Asset onto a working Incident/Problem/Change system? ** Hello list, We have been asked to install Asset Management into an existing configuration that already has Incident, Problem, and Change. Our current configs are: ARS 1.7 p005 Incident/Problem/Change 7.0.03, p008
Re: Install Asset onto a working Incident/Problem/Change system?
Yes, same errors when importing manually. Fundamentally these are all because the AST:BaseElement form does not exist. I cannot find a def file that imports this and I believe that is because it is expected to be built from the CMDB through the Sync Asset UI process (cmdbdriver) which is failing to create the form. Chuck On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** And manually importing these fails too? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:43:15 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Joe, Good suggestion, but the installer is not failing. It completes happily, but the summary table at the end (and the log files) show many, many def file load errors along the way. Chuck On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** The contents of your Share Application Properties form may be prompting your installer that Asset is already installed? Did you try clearing the Asset related entries in the Share Application Properties (entries with the current version you are trying to install) form and then trying to install it? If you choose the route to clear those entries, I would suggest that you take a backup of these entries and then delete them just in case you need to revert. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:17:54 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** So when I try to install Asset, I get 60 failed objects under the ast component and the culprit appears to be that the system is unable to create AST:BaseElement. If I try to force the creation using Sync Asset UI, I get the cryptic logs: Start processing of form AST:BaseElement Creating new form Will fetch display infor for form AST:BaseElement Will make the new Form AST:BaseElement that is an inner join on BMC.CORE:BMC_BaseElement Failed to create Form for: AST:BaseElement Form does not exist on server AST:BaseElement Of course the AST:BaseElement does not exist, that is why I am creating it! Has anyone seen this before or have suggestions on how to fix this? - I am logged-in as Demo with proper (administrator) privs - I confirm that Demo can create forms - I tried forcing things by creating a fake AST:BaseElement form I still get the can't create message. Have a call in with BMC but no response in over 24 hours :-( Chuck On Thu, Jul 16, 2009 at 2:19 PM, strauss stra...@unt.edu wrote: ** No. Install Asset 7.0.03 which is current to patch 003. Install Patch 007 which will bring Asset up to 007, but unfortunately will overwrite any changes 008 made to the other apps. Install Patch 008 or 009 which will bring ALL of the apps to the same level. We went live on 007 in Spring 08 but were looking at patching ITSM to 008 or 009 this spring, while also trying to get the ITSM Suite licensing that would have given us Asset (the only one we lack). It was not funded, but we delayed our patching until after that decision so as to avoid the situation that you are in. Applying 007 at our site requires that I reconstruct a _ *lot*_ of customizations in Incident – learned and documented when we went from 006 to 007 just before go live in May 08, whereas 008 and 009 had very little effect on Incident (better designed patches) and mostly applied to Change and Task which we have not customized. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Thursday, July 16, 2009 1:12 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** To clarify, we do have CMDB 2.1.0 at patch 4. Our first attempt to install Asset resulted in a pile of errors against missing forms (e.g., AST:PurchaseLineItemAssetJoin). I was puzzled because I expected the Asset install to handle all the AST forms. Perhaps this is because we are at ITSM patch 008? So Chris, you are saying that we should 1. Install ITSM patch 007 (downgrade) 2. Install Asset 3. Re-apply patch008 Chuck On Thu, Jul 16, 2009 at 2:07 PM, strauss stra...@unt.edu wrote: ** Asset installs at patch 003, and cannot be brought up to patch 008 without first running patch 007, the last patch to include patches 004-006. Because patch 007 will apply to ALL ITSM apps, it will knock ALL of your other apps back to 007. Then you can run 008 against everything. The release notes for 009 were very specific about all of this… not sure about 008. If you had to do any post 008 cleanup
Re: Install Asset onto a working Incident/Problem/Change system?
The SHR:Schema Names form already had an entry, but the arschema table does not. On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** Does the arschema table have an entry for it already? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 4:07:55 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Yes, same errors when importing manually. Fundamentally these are all because the AST:BaseElement form does not exist. I cannot find a def file that imports this and I believe that is because it is expected to be built from the CMDB through the Sync Asset UI process (cmdbdriver) which is failing to create the form. Chuck On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** And manually importing these fails too? Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:43:15 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** Joe, Good suggestion, but the installer is not failing. It completes happily, but the summary table at the end (and the log files) show many, many def file load errors along the way. Chuck On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** The contents of your Share Application Properties form may be prompting your installer that Asset is already installed? Did you try clearing the Asset related entries in the Share Application Properties (entries with the current version you are trying to install) form and then trying to install it? If you choose the route to clear those entries, I would suggest that you take a backup of these entries and then delete them just in case you need to revert. Joe -- *From:* Charles Baldi charles.ba...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 20, 2009 1:17:54 PM *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** So when I try to install Asset, I get 60 failed objects under the ast component and the culprit appears to be that the system is unable to create AST:BaseElement. If I try to force the creation using Sync Asset UI, I get the cryptic logs: Start processing of form AST:BaseElement Creating new form Will fetch display infor for form AST:BaseElement Will make the new Form AST:BaseElement that is an inner join on BMC.CORE:BMC_BaseElement Failed to create Form for: AST:BaseElement Form does not exist on server AST:BaseElement Of course the AST:BaseElement does not exist, that is why I am creating it! Has anyone seen this before or have suggestions on how to fix this? - I am logged-in as Demo with proper (administrator) privs - I confirm that Demo can create forms - I tried forcing things by creating a fake AST:BaseElement form I still get the can't create message. Have a call in with BMC but no response in over 24 hours :-( Chuck On Thu, Jul 16, 2009 at 2:19 PM, strauss stra...@unt.edu wrote: ** No. Install Asset 7.0.03 which is current to patch 003. Install Patch 007 which will bring Asset up to 007, but unfortunately will overwrite any changes 008 made to the other apps. Install Patch 008 or 009 which will bring ALL of the apps to the same level. We went live on 007 in Spring 08 but were looking at patching ITSM to 008 or 009 this spring, while also trying to get the ITSM Suite licensing that would have given us Asset (the only one we lack). It was not funded, but we delayed our patching until after that decision so as to avoid the situation that you are in. Applying 007 at our site requires that I reconstruct a _*lot*_ of customizations in Incident – learned and documented when we went from 006 to 007 just before go live in May 08, whereas 008 and 009 had very little effect on Incident (better designed patches) and mostly applied to Change and Task which we have not customized. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Thursday, July 16, 2009 1:12 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Install Asset onto a working Incident/Problem/Change system? ** To clarify, we do have CMDB 2.1.0 at patch 4. Our first attempt to install Asset resulted in a pile of errors against missing forms (e.g., AST:PurchaseLineItemAssetJoin). I was puzzled because I expected the Asset install to handle all the AST forms. Perhaps this is because we are at ITSM patch 008? So Chris, you are saying that we should 1. Install ITSM patch 007 (downgrade) 2. Install Asset 3. Re-apply patch008 Chuck On Thu, Jul 16, 2009
Install Asset onto a working Incident/Problem/Change system?
Hello list, We have been asked to install Asset Management into an existing configuration that already has Incident, Problem, and Change. Our current configs are: ARS 1.7 p005 Incident/Problem/Change 7.0.03, p008 Windows 2003 server SQL Server 2005 We are opening an issue with BMC to get some direction, but I wondered if anyone else has experience in retro fitting Asset into an existing ITSM install. I'm hoping to be able to do this without doing a ground-up install with Asset first, then Incident/Problem/Change, then patch, then re-apply customizations. Am I dreaming? Thanks in advance, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Install Asset onto a working Incident/Problem/Change system?
To clarify, we do have CMDB 2.1.0 at patch 4. Our first attempt to install Asset resulted in a pile of errors against missing forms (e.g., AST:PurchaseLineItemAssetJoin). I was puzzled because I expected the Asset install to handle all the AST forms. Perhaps this is because we are at ITSM patch 008? So Chris, you are saying that we should 1. Install ITSM patch 007 (downgrade) 2. Install Asset 3. Re-apply patch008 Chuck On Thu, Jul 16, 2009 at 2:07 PM, strauss stra...@unt.edu wrote: ** Asset installs at patch 003, and cannot be brought up to patch 008 without first running patch 007, the last patch to include patches 004-006. Because patch 007 will apply to ALL ITSM apps, it will knock ALL of your other apps back to 007. Then you can run 008 against everything. The release notes for 009 were very specific about all of this… not sure about 008. If you had to do any post 008 cleanup on Incident, etc., you will have to do it again. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Thursday, July 16, 2009 12:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Install Asset onto a working Incident/Problem/Change system? ** Hello list, We have been asked to install Asset Management into an existing configuration that already has Incident, Problem, and Change. Our current configs are: ARS 1.7 p005 Incident/Problem/Change 7.0.03, p008 Windows 2003 server SQL Server 2005 We are opening an issue with BMC to get some direction, but I wondered if anyone else has experience in retro fitting Asset into an existing ITSM install. I'm hoping to be able to do this without doing a ground-up install with Asset first, then Incident/Problem/Change, then patch, then re-apply customizations. Am I dreaming? Thanks in advance, Chuck Baldi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Overview Console
To get the value of a field to show up on the Overview Console, you need to add a data record to the SHR:ARDBCFields form for each application from which you want to display the data (Incident, Change, Task, etc.) Look at the existing records as amodel. You must restart the ARServer (or at least the Plugin Server) for these changes to take effect. To add a custom field to the Overview Console, you first add the custom field to the SHR:ARDBC_OverviewConsole form. Then you add the data record to the SHR:ARDBCFields form as described above. Restart the plugin server. Remember that you need to have a data record in the SHR:ARDBCFeilds form that matches every application the data will be coming from. Note that the field IDs in the sending app do not need to be identical to the field ID in the SHR:ARDBC_OverviewConsole form. Regards, Chuck Baldi On Thu, Jul 16, 2009 at 2:27 PM, Lyle Taylor tayl...@ldschurch.org wrote: ** If I could piggyback on this question a bit (since I think the answer to my question is probably very closely related to the answer for Kevin’s question), does anyone know what would be required in order to include a new (custom) record type in the table on the overview console? It looks like there is a plugin (ardbcQuery) that retrieves the data for this table, but I don’t know if the plugin is written specifically for this form, or if there is configuration data that tells it what to retrieve for this form. Thanks, Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Begosh, Kevin *Sent:* Thursday, July 16, 2009 12:16 PM *To:* arslist@ARSLIST.ORG *Subject:* Overview Console ** I am trying to add a column to the overview console table and it does not appear to be working. I added the column but no data is coming in. Has anyone ever added columns to that table. The table called Assigned Work I am trying to add the fields Assignee Group, and Assignee I am on windows 2003 server, SQL 2005 DB, AR System 7.1 patch 2, and AR Applications 7.02 patch 5 Kevin Begosh, RSP Remedy Development ACE-IT ISGS Defense 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Display URL as hyperlink in Mid-Tier just as in Windows client
Hello all, We have put URL text into the Notes field of the Task template to reference various checklist documents that a task assignee should work with. The customer has noticed that when viewing the resultant task in the Windows client, the URL text is displayed as a hyperlink and when clicked will launch a browser to the target file (they like this behavior). However, when the same task is viewed from the Mid-Tier, the text is *not* rendered as a hyperlink but as plain text. Does anyone know if there is a way to have the Mid-Tier interpret these URL text strings as hyperlinks? I suppose I could put anchor tags around the text and build my own link (have not tried it yet) but I want it to work the same in the Windows and Mid-Tier clients. Any ideas? I'm hoping for an uncomplicated solution as this is not a critical feature, just a nice-to-have. ARS 7.1, p5 ITSM 7.0.3 p8 Thanks in advance. Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Display URL as hyperlink in Mid-Tier just as in Windows client
Yes, that's correct. The web view shows the URL as text and not a link. Chuck On Mon, Jun 29, 2009 at 10:33 AM, Howard Richter hbr4...@gmail.com wrote: ** Chuck, Are you saying that the url in the view via the web is just displayed as text and not a link? Strange. On Mon, Jun 29, 2009 at 10:22 AM, Charles Baldi cba...@ieee.org wrote: ** Hello all, We have put URL text into the Notes field of the Task template to reference various checklist documents that a task assignee should work with. The customer has noticed that when viewing the resultant task in the Windows client, the URL text is displayed as a hyperlink and when clicked will launch a browser to the target file (they like this behavior). However, when the same task is viewed from the Mid-Tier, the text is *not* rendered as a hyperlink but as plain text. Does anyone know if there is a way to have the Mid-Tier interpret these URL text strings as hyperlinks? I suppose I could put anchor tags around the text and build my own link (have not tried it yet) but I want it to work the same in the Windows and Mid-Tier clients. Any ideas? I'm hoping for an uncomplicated solution as this is not a critical feature, just a nice-to-have. ARS 7.1, p5 ITSM 7.0.3 p8 Thanks in advance. Chuck Baldi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Display URL as hyperlink in Mid-Tier just as in Windows client
Thanks, I just saw the KB article myself. On Mon, Jun 29, 2009 at 1:08 PM, Thad K Esser tkes...@regence.com wrote: We just had the same question a few weeks ago. BMC has a kb article on it (KM-00012134) that reads: This is a limitation of HTML code in and of itself for form input tags of text and textarea. These types of fields do not allow for active hyperlinks to be displayed. The fields would have to be displayed as something other than a text form field or a textarea form field in html code for it to work. and then they give a workaround that wasn't worth using for us. Hope that helps. Thad Esser Remedy Developer Did you ever wonder why we had to run for shelter when the promise of a brave new world unfurled beneath a clear blue sky? - Pink Floyd | | From: | | --| |Charles Baldi charles.ba...@gmail.com | --| | | To:| | --| |arslist@ARSLIST.ORG | --| | | Date: | | --| |06/29/2009 07:42 AM | --| | | Subject: | | --| |Re: Display URL as hyperlink in Mid-Tier just as in Windows client | --| | | Sent by: | | --| |Action Request System discussion list(ARSList) arslist@ARSLIST.ORG | --| ** Yes, that's correct. The web view shows the URL as text and not a link. Chuck On Mon, Jun 29, 2009 at 10:33 AM, Howard Richter hbr4...@gmail.com wrote: ** Chuck, Are you saying that the url in the view via the web is just displayed as text and not a link? Strange. On Mon, Jun 29, 2009 at 10:22 AM, Charles Baldi cba...@ieee.org wrote: ** Hello all, We have put URL text into the Notes field of the Task template to reference various checklist documents that a task assignee should work with. The customer has noticed that when viewing the resultant task in the Windows client, the URL text is displayed as a hyperlink and when clicked will launch a browser to the target file (they like this behavior). However, when the same task is viewed from the Mid-Tier, the text is *not* rendered as a hyperlink but as plain text. Does anyone know if there is a way to have the Mid-Tier interpret these URL text strings as hyperlinks? I suppose I could put anchor tags around the text and build my own link (have not tried it yet) but I want it to work the same in the Windows and Mid-Tier clients. Any ideas? I'm hoping for an uncomplicated solution as this is not a critical feature, just a nice-to-have. ARS 7.1, p5 ITSM 7.0.3 p8 Thanks in advance. Chuck Baldi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication
Re: Display URL as hyperlink in Mid-Tier just as in Windows client
David, Thanks. Even more reason to move to 7.5 :-) On Mon, Jun 29, 2009 at 1:39 PM, Easter, David david_eas...@bmc.com wrote: ** Note, that while not an exact solution for your particular situation, AR System 7.5.00 did introduce the feature of text formatting templates. With a template, you can take information stored in a field and place pre-formatted HTML around the data – e.g. encasing a URL in a /a to make it clickable in a browser: *Text formatting template and rich text formatting* Templates are a method of formatting text dynamically for presentation in AR System. The data included in templates is specified through parameters that the client workflow substitutes at runtime. Templates can be used to format text in tooltips and view fields. Templates are stored as HTML file attachments in the AR System Resource Definitions form, which enables you to store information about the template. A template is HTML code with parameters or field IDs. The template can be a complete HTML document (starting and ending with html and body tags) or a portion (snippet) of an HTML document (for example, a group of table rows). A template can be processed using either of these methods: · Create a Set Fields workflow action that uses the TEMPLATE function to place content into a character field or a view field. · Bind a template directly to a view field. Use this method when you do not need to calculate parameter values in workflow. Templates can be nested within templates, either by using workflow to generate content from a template with an HTML snippet and placing it into a hidden field, or by using the TEMPLATE function within another TEMPLATE function. A message action of the type Tooltip can display the HTML generated by an earlier Set Fields action. For more information about templates, see Chapter 10, “Using templates,” in the *Form and Application Objects Guide*. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Monday, June 29, 2009 10:14 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Display URL as hyperlink in Mid-Tier just as in Windows client ** Thanks, I just saw the KB article myself. On Mon, Jun 29, 2009 at 1:08 PM, Thad K Esser tkes...@regence.com wrote: We just had the same question a few weeks ago. BMC has a kb article on it (KM-00012134) that reads: This is a limitation of HTML code in and of itself for form input tags of text and textarea. These types of fields do not allow for active hyperlinks to be displayed. The fields would have to be displayed as something other than a text form field or a textarea form field in html code for it to work. and then they give a workaround that wasn't worth using for us. Hope that helps. Thad Esser Remedy Developer Did you ever wonder why we had to run for shelter when the promise of a brave new world unfurled beneath a clear blue sky? - Pink Floyd | | From: | | --| |Charles Baldi charles.ba...@gmail.com | --| | | To:| | --| |arslist@ARSLIST.ORG | --| | | Date: | | --| |06/29/2009 07:42 AM | --| | | Subject
Re: Using filter to parse field and create subfile records
You can use a Set Fields instead of Push Fields. Set Fields will run in Phase 1. On Fri, Jun 12, 2009 at 2:42 PM, Dwayne Martin marti...@jmu.edu wrote: Dear List, I have three forms: Main Form, Subfile Form and Info Form. On Submit, Main Form goes to Info Form to get a list of names for which it needs to create Subfile Form records. Each Subfile Form record will have a Name, and Main Form ID which links it to the Main Form. So “On Submit” a filter gets the names list, then calls a guide that parses out the list. It retrieves each name into a temporary field, and does a “Push Fields” to create a Subfile Form record. The problem is that calling the guide happens in Phase 1, but the Push Fields happens in Phase 3. So, by the time the push fields happens, the temporary field has been overwritten, and all Subfile records get the final name. I could make the push fields happen in Phase 1, but the Main Form/Entry ID won’t have been set. It would be nice if it could wait till Phase 3 to call the guide, but I don’t know of any way of doing that. These entries are being created via a web template, so I can’t use Active Links. One possibility would be to push both the Main Form/Entry ID and the Name List to a Parsing Form with a single record, then let the Parsing Form create the Subfile records. It seems needlessly complicated, but is there a better way? Dwayne Martin James Madison University (ARS 7.1 Patch 3, RH Linux server, Oracle 10.2 db) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Designating a Manager in CTM:People
Bruce, I have not used it much but I think what you do is put the manager's name in the Manager's Name+ field of their subordinates' People records. You don't identify someone *as* a manager but you identify managers of People records. It does make identifying all the managers more tricky. Regards, Chuck Baldi On Fri, May 29, 2009 at 3:57 PM, bruce sisk siskbr...@peoplepc.com wrote: I am sure I should know this, but... How does one designate\identify a Manager in ITSM 7x?? Pre 7 the SHR:People form had a Manager Yes | No drop down list. I cannot seem to find where you do the equivalent in 7. Any help for the unknowing is appreciated. Bruce Sisk BFS Enterprises PeoplePC Online A better way to Internet http://www.peoplepc.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Task Flow Viewer customization
Does anyone know how to customize the information displayed in the Task Flow Viewer form? Specifically the fields which are displayed when you hover-over a task icon in the flow. There is a field that displays below status which we want to hide (because it shows confusing information). Anyone know where this info/mapping is kept? Somewhere on the Mid-Tier? Mid-Tier logs shows the building of the flow but not where the data comes from. ARS 7.1 patch 4 Change Management 7.0.3 patch 8 Thanks, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Possibly spam: Re: AR Server crashes while copying a form
Anne, This is the SLM targets/measurements/slas, etc. BRIE handles the SLM calculations. Regards, Chuck Baldi On Thu, May 14, 2009 at 11:46 AM, Ramey, Anne anne.ra...@its.nc.gov wrote: I'm getting: Thu May 14 11:23:06 2009 BRIE : Message not in catalog; Message number = 4503 ( ARAPPERR 4503) Thu May 14 11:23:06 2009 BRIE : AR System Application server terminated -- fata l error encountered (ARAPPNOTE 4501) Thu May 14 11:23:07 2009 BRIE : AR System Application server terminated when a signal/exception was received (ARAPPNOTE 4500) Thu May 14 11:23:07 2009 11 In my arerror.log, but can't find the work Thorin references below. I've got nothing pending in the application pending form. Could someone perhaps point me in the right direction? Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Zaheer Malik Sent: Friday, April 17, 2009 6:33 AM To: arslist@ARSLIST.ORG Subject: Possibly spam: Re: AR Server crashes while copying a form Thanks for the information marty I have hashed out the Brie server start up, but still got the same problem The server seems to terminate with signal 11. Does any one have any idea what the signal 11 relates too. Fri Apr 17 11:17:46 2009 0 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Fri Apr 17 11:17:46 2009 11 -Original Message- From: Marty.Thorin [mailto:thorin.ma...@we-energies.com] Sent: 16 April 2009 8:26 PM To: Zaheer Malik; arslist@ARSLIST.ORG Subject: RE: AR Server crashes while copying a form Dear Zaheer: We had the same issue. We fixed it by turning off the Brie server. A couple of months later we went through the entire list of work for the Brie server. (This is found in forms.) We deleted this work (which was the culprit of the problem), and restarted the Brie server. It has run quietly ever since. Thorin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Possibly spam: Re: AR Server crashes while copying a form
You could turn on SLM logging and try to see what it is working on when the error occurs. I don't know offhand which form might have the offending data. Chuck On Thu, May 14, 2009 at 12:09 PM, Ramey, Anne anne.ra...@its.nc.gov wrote: ** Do you think there is any way to tell which one is causing the problem? I have a lot and would hate to have to delete them all and start over completely. Anne Ramey *** *E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official.* *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Thursday, May 14, 2009 11:53 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Possibly spam: Re: AR Server crashes while copying a form ** Anne, This is the SLM targets/measurements/slas, etc. BRIE handles the SLM calculations. Regards, Chuck Baldi On Thu, May 14, 2009 at 11:46 AM, Ramey, Anne anne.ra...@its.nc.gov wrote: I'm getting: Thu May 14 11:23:06 2009 BRIE : Message not in catalog; Message number = 4503 ( ARAPPERR 4503) Thu May 14 11:23:06 2009 BRIE : AR System Application server terminated -- fata l error encountered (ARAPPNOTE 4501) Thu May 14 11:23:07 2009 BRIE : AR System Application server terminated when a signal/exception was received (ARAPPNOTE 4500) Thu May 14 11:23:07 2009 11 In my arerror.log, but can't find the work Thorin references below. I've got nothing pending in the application pending form. Could someone perhaps point me in the right direction? Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Zaheer Malik Sent: Friday, April 17, 2009 6:33 AM To: arslist@ARSLIST.ORG Subject: Possibly spam: Re: AR Server crashes while copying a form Thanks for the information marty I have hashed out the Brie server start up, but still got the same problem The server seems to terminate with signal 11. Does any one have any idea what the signal 11 relates too. Fri Apr 17 11:17:46 2009 0 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Fri Apr 17 11:17:46 2009 11 -Original Message- From: Marty.Thorin [mailto:thorin.ma...@we-energies.com] Sent: 16 April 2009 8:26 PM To: Zaheer Malik; arslist@ARSLIST.ORG Subject: RE: AR Server crashes while copying a form Dear Zaheer: We had the same issue. We fixed it by turning off the Brie server. A couple of months later we went through the entire list of work for the Brie server. (This is found in forms.) We deleted this work (which was the culprit of the problem), and restarted the Brie server. It has run quietly ever since. Thorin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Is there anyway to pass a parameter to SQL Menu?
Frederick is correct, you use the field ID in the format he states. There are OOB menus that use direct SQL that you can use as a model. One such (in Change Management 7.0.3) is SYS:MNU:ChangeTimingReason-S. Regards, Chuck Baldi On Mon, May 11, 2009 at 12:25 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: ** Have you tried using $FieldID$ instead of Field Name. It would be something like =’$536870923$’ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Marquez Rankin *Sent:* Monday, May 11, 2009 11:22 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Is there anyway to pass a parameter to SQL Menu? Yeah we tried that with no success. Has this worked for you before? On Mon, May 11, 2009 at 10:53 AM, LJ Longwing lj.longw...@gmail.com wrote: You should be able to use $Field Name$ from the form you intent to attach the menu to to get it to substitute that value in. -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Marquez Rankin *Sent:* Monday, May 11, 2009 9:27 AM *To:* arslist@ARSLIST.ORG *Subject:* Is there anyway to pass a parameter to SQL Menu? The documentation doesnt mention whether this can be done or not. I need to pass the current request number (or instance ID) into this SQL Menu Query so it will return a list based on data within the active request. See the SQL Statement below. I should not have to hard code the Instance ID and of course this will only serve one record. Any word on this? We are on ARS 7.01 / Oracle / Solaris SELECT [FIRST VALUE] FROM [FORM_NAME] TBL1 WHERE [FORM_NAME_INSTANCE_ID]='SA222159775600SA1cLA7Qj_8Ax1UB' AND STATUS1 AND EXISTS ( SELECT [FORM_NAME_INSTANCE_ID], COUNT(DISTINCT [FIRST VALUE]) FROM [FORM_NAME] WHERE [FORM_NAME_INSTANCE_ID]='SA222159775600SA1cLA7Qj_8Ax1UB' AND STATUS1 GROUP BY [FORM_NAME_INSTANCE_ID] HAVING COUNT(DISTINCT [FIRST VALUE]) = 1 ) UNION SELECT [FIRST VALUE] FROM [FORM_NAME] TBL1 WHERE [FORM_NAME_INSTANCE_ID]='SA222159775600SA1cLA7Qj_8Ax1UB' AND STATUS1 AND EXISTS ( SELECT [FORM_NAME_INSTANCE_ID], COUNT(DISTINCT [FIRST VALUE]) FROM [FORM_NAME] WHERE [FORM_NAME_INSTANCE_ID]='SA222159775600SA1cLA7Qj_8Ax1UB' AND STATUS1 GROUP BY [FORM_NAME_INSTANCE_ID]HAVING COUNT(DISTINCT [FIRST VALUE]) = 1 ) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Group Assignment in ITSM 7.0.3
In my experience this works fine and can simplify your assignment rules. The only trouble might arise is if you have exceptions to your general rule. You may still get the general rule firing instead of your more specific rule. Others have commented on this behavior too. Regards, Chuck Baldi On Thu, May 7, 2009 at 12:43 PM, Thad K Esser tkes...@regence.com wrote: Hello, I had a question about group assignment in ITSM 7.0.3 (patch 9). One of my co-workers noticed that you can create a routing order (say for operation categorization) where you specify a Tier 2, and then null out Tier 1. So for example: Tier 1 = Null (normal values would be like add, change, or remove) Tier 2 = Network Tier 3 = Firewall Rule They've tested this and say its getting them the results they want (their goal is to save time by not having to configure extra assignment rules). I've always generalized the way group assignment works as going from the most specific rule, to the least specific, and I guess I've always assumed you had to start at Tier 1 and narrow things down from there. Since what they are doing challenges my notion of the way it works (and I'm pressed for time, otherwise I'd go digging through the code), I wanted get some more experienced thoughts on it. Will doing the above break anything? Have any unintended consequences? Thanks in advance, Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Reporting client error
Also, the Windows OS needs to be 32-bit for the ODBC driver to function. Make sure they are not using 64-bit Vista or something. Regards, Chuck Baldi On Thu, Apr 30, 2009 at 12:23 PM, Lammey, Peter A. peter.a.lam...@espn.comwrote: ** It sounds like an issue with the Remedy User client and how it was installed. Perhaps the Remedy ODBC driver was not installed correctly or was not registered properly. Can the client reinstall the Remedy User client and see if it this problem then goes away? Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Louise Van Hine *Sent:* Thursday, April 30, 2009 12:19 PM *To:* arslist@ARSLIST.ORG *Subject:* Reporting client error ** I have a user trying to use the out of box ITSM reporting console for 7.5 getting the following error: *An error occurred while generating the Crystal report: 0x80047e5d - Failed to open the connection. - ODBC data source: AR System ODBC Data Source (ARERR 1904)* Any ideas as to where to look? His account seems fine when I access reporting from my own machine. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Please consider the environment before printing this e-mail. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7 - Orphaned Tasks
A couple of approaches: 1. Create a join form that shows these Tasks, then run the escalation against that. All the head-bending work is in creating the join. 2. Do it with two escalations. The first goes through the tasks (based on Create Date so you don't scan the whole mess) and clears the RootRequestID if the Change does not exist; and the second runs through the tasks with cleared RootRequestID to delete them. I like the two escalation approach better. Regards, Chuck Baldi On Wed, Apr 22, 2009 at 9:28 AM, Chowdhury, Tauf tauf.chowdh...@frx.comwrote: ** I think the problem with that is that the task has the Parent Request ID populated. The one thing that I found was that a set fields action can pull the $Root Request InstanceID$ and if it is NULL, it means the parent does not exist… It’s just clunky to do it via escalation. *T**auf** **C**howdhury** *** Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Lammey, Peter A. *Sent:* Wednesday, April 22, 2009 8:06 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITSM 7 - Orphaned Tasks ** You might want to consider adding a escalation that runs about once a month or so and have the escalation perform a Run process command to delete any tasks that have no Parent Request ID associated to them. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Chowdhury, Tauf *Sent:* Tuesday, April 21, 2009 5:16 PM *To:* arslist@ARSLIST.ORG *Subject:* ITSM 7 - Orphaned Tasks ** Hi all, I am running ITSM 7 patch 8. The parallel post about Task Management automation triggered me posting this issue and if anyone has some ideas, that would be awesome. Basically, the issue is this: User is in the process of creating Incident/Change request. They add tasks either adhoc/template/tsg. They don’t save the Incident/Change request. Now the Tasks are orphaned! No one can edit them, close them, cancel them until I go in and forcefully delete them. Has anyone found a workaround to this? Is it possible to have a filter that runs when the change/incident isn’t submitted that goes and deletes the task? Thanks in advance. *T**auf** **C**howdhury** **|** **F**orest** **L**aboratories**, **I**nc.* Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 -- This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Please consider the environment before printing this e-mail. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7 Automatic Task Creation (TMS)
You would be better off understanding the out of box way, rather than create or own way (IMHO). You attach Task or Task Group templates by specifying them in a Change Template. You can automate the attachment of a Change Template by shoving its Instance ID into the Template ID field of CHG:Infrastructure Change. This works through CHG:ChangeInterface_Create too. The Task and Task Group templates let you define data the user selects (or is set through workflow) that can be passed along the Tasks and use to enable or bypas those so you can build complicated flows. You may not need something this complicated but if you try to do your own thing the OOB workflow is likely to give you headaches. Regards, Chuck Baldi On Tue, Apr 21, 2009 at 4:44 PM, Jon Chau jonl.c...@gmail.com wrote: ** Hello Listers, I'm currently working on trying to get tasks (TMS) automatically created within a Change Request (CRQ) using ITSM 7's Change Management / Task Management integration and was wondering if anyone had any tips or pointers regarding this. I've read the ITSM 7 Architecture guide and the Task Management Admin guide and there's a notion about using Task Template Groups to fire off a set of Task Templates, but that appears to be a manual process? I also read something about the CAI (command automation interface) but couldn't find much about it. It doesn't look like the predefined task templates work like they used to in previous ITSM 5 versions where a field would trigger a set of filters to push into CHG:Task. I'm about to create some filters against the template form that perform this action. We also have the CHG:Change form automatically pushed via filters, followed by more filters that trigger the task template creation. I am able to handle the CHG:Change form using CHG:ChangeInterface_Create. Thanks in advance, Jon ITSM 7.0.3 p009 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Workflow on the Web (UNCLASSIFIED)
Are all the fields in question in the view that is used on the Web? Some actions will work in the WUT when the fields are not in the view but not on the web. Regards, Chuck Baldi On Sat, Apr 18, 2009 at 2:13 PM, Mahesh Chandra mchand...@gmail.com wrote: ** Have you cleared the mid-tier cache ? Mahesh On Fri, Apr 17, 2009 at 5:36 PM, Luttmann, Michael W CTR USA michael.luttm...@us.army.mil wrote: Classification: UNCLASSIFIED Caveats: NONE Hi Gang. I have an application that I'm building for use on Mid-Tier, and for some reason that I cannot determine, a simple active link (which returns user info from CTM:People on Enter) works perfectly when I test it in the WUT, but refuses to work on the web. From what I can tell from the A/L behavior, the Set Fields search qualification fails on the web (and thus, the user data fields are set to NULL). Granted, I don't do much programming specifically for Mid-Tier, so this has me baffled. - ITSM 7 - ARS 7.1 Patch 6 - Mid-Tier 7.1 - Windows 2003 servers all around Any quick ideas? Michael W. Luttmann Lead Remedy Developer Fort Carson DOIM 719.524.0514 Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Fields referenced in ALs not in form?
If the field is a menu you won't see it in the list. Try exporting the form and searching for the field ID. Regards, Chuck Baldi On Fri, Apr 10, 2009 at 9:36 AM, Mark Lev mark@rightstarsystems.comwrote: Good Morning all. I am looking at AL CHG:CRQ:QuickSelectTemplate_100 (Form: CHG:Infrastructure Change) and it has a Run Process PERFORM-ACTION-ACTIVE-LINK 1 301907900 Problem is, field 301907900 doesn't exist on the CHG:Infrastructure Change form, or at least I cannot see it. I created a new view, and put all fields on it, still not there. Anyone have any idea how I can find the field referenced? I need to look at workflow, and when I get to this point, am stalled. Thanks, Mark Mark Lev Sr. Systems Consultant 703-672-4390 732-859-5827 (cell) mark@rightstarsystems.com --- RightStar Systems, Inc. 100 East Street SE, Suite 202 Vienna, VA 22180 USA --- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Reports won't run in the WUT
I have seen this happen when the user does *not* have a Report Server defined in their profile. I'm not sure what triggers this, but putting a server name there as gotten rid of this error. Tools -- Options -- Advanced -- Report Server I'd like to know what your solution is, if this is not your issue. Regards, Chuck Baldi On Wed, Apr 1, 2009 at 1:07 PM, William Rentfrow wrentf...@stratacominc.com wrote: ** Windows UT 7.1 patch 001, Solaris server 7.1 patch 001 We - until recently - were able to run reports from the WUT. For example, the IM base product reports include a report called Incident Details by date range. I just want to run it for the last week which is a minor amount of data. When I select the report + criteria (with a destination of to screen) the cursor goes to an hourglass and just flickers back to a regular cursor a few seconds later. Nothing else happens. Workflow logging does not give an indication of a problem. I've deleted all local cache and re-installed the WUT. I've check the server for obvious things including; -Messages in the arerror.log -Unix system checks (e.g., disk space - reports can fail if /var is full) -Every other log/setting I can think of. When I pull the report file out of the REPORT form and try it in Crystal Reports against the same server it runs just fine. Something is very amiss - this all worked last week William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Corporate Website, www.stratacominc.com 715-410-8156 C __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Failed to create internal mapping from wsdl. (ARERR 7012)
Howard, If you email the wsdl file to me off-line I will take a look. This may be related to an error we were seeing here at our current customer site. Since our network is not on the Internet, we could not load a default wsdl without removing/adapting the URIs that were referencing external definitions. I'm not sure if this is the same issue, but let me take a look. Chuck On Wed, Apr 1, 2009 at 3:59 PM, Howard Richter hbr4...@gmail.com wrote: ** All great people of the ARSLIST, I am getting Failed to create internal mapping from wsdl. (ARERR 7012) when I hit the load button on a filter, when tying to build a new filter. The wsdl works with soapui (on the app server, which is where we alos have the admin tool). Here is the information in the detals; ERROR: WSDLException (at /definitions/types): faultCode=INVALID_WSDL: Encountered illegal extension element 'types' in the context of a 'javax.wsdl.Definition'. Extension elements must be in a namespace other than WSDL's. Additional Details: com.bmc.arsys.ws.util.ARWSException: WSDLException (at /definitions/types): faultCode=INVALID_WSDL: Encountered illegal extension element 'types' in the context of a 'javax.wsdl.Definition'. Extension elements must be in a namespace other than WSDL's. at com.bmc.arsys.ws.wsdl.WsdlParser.init(WsdlParser.java:114) at com.bmc.arsys.ws.util.WsdlAdminInterface.parseWsdl(WsdlAdminInterface.java:398) at com.bmc.arsys.ws.util.WsdlAdminInterface.parseWSDLIntoMappingString(WsdlAdminInterface.java:198) Any ideas? Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Service Request encountered an event error with the back-end application
Another common source for this type of error is that there is no assignment rule for the created Incident. The error text in the event that Eli points to should tell you what is going on. Regards, Chuck Baldi On Tue, Mar 24, 2009 at 3:38 PM, Eli Schilling eli.schill...@thecreek.comwrote: ** You'll want to open this request in the SRM:Request form (there should be an REQ number). The Service Requests form has a [Processes and Questions] tab. From there click [View Proces] and then in the lower right corner [View Events] - Typically, it will give you a more useful message about what failed. However, since it DID create the incident, its hard to say what might have happened. I usually see these when people submit service requests with invalid categorization or when they enter their entire life story in the summary field. Hope that helps... -Eli -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Timothy Rondeau *Sent:* Tuesday, March 24, 2009 12:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Service Request encountered an event error with the back-end application ** Hi, 7.0.1 p2 on SQL 2005 windows 2003 ITSM Hoping someone can point me in the right direction. Looking at these errors below and trying to figure out why they are generated. Incident gets created, but have this email, no info as to why this gets generated. Service Request INC00264119 encountered an event error with the back-end application. This error must be handled promptly. Thanks Tim __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html_Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Service Request encountered an event error with the back-end application
Are you using the Requester Console, or full SRM? I have only worked with Requester Console so YMMV. Are you able to create ANY SRs that successfully generate Incidents or Changes? If so, you should be able to create new SRs using the data from the failing SR and find the error with logging enabled. If you can't create any successful SR--Incident or Change, then you have some fundamental config wrong. Basically you need: 1. Summary definitions that -- Define the summaries the SR user can choose -- Map the summary to a valid Request Type and Operational Category -- Note that the mapping is Company-dependent if your Op Cats are 2. Assignment Rule to assign the new Incident or Change to a Support Group based on the Company / Op Cat from the Summary mapping. 3. If you have added any other Required Fields to the Incident or Change, or workflow that makes some required, then you need to somehow set these to valid values on Incident submit. This is generally done through workflow but you may be able to use field defaults depending. This should be all you need. Regards, Chuck Baldi On Tue, Mar 24, 2009 at 3:58 PM, Timothy Rondeau timothy.rond...@phaseforward.com wrote: ** Since the incident was created no info is found. The entry is there because of the error, but no event exists. -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Charles Baldi *Sent:* Tuesday, March 24, 2009 3:46 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Service Request encountered an event error with the back-end application ** Another common source for this type of error is that there is no assignment rule for the created Incident. The error text in the event that Eli points to should tell you what is going on. Regards, Chuck Baldi On Tue, Mar 24, 2009 at 3:38 PM, Eli Schilling eli.schill...@thecreek.com wrote: ** You'll want to open this request in the SRM:Request form (there should be an REQ number). The Service Requests form has a [Processes and Questions] tab. From there click [View Proces] and then in the lower right corner [View Events] - Typically, it will give you a more useful message about what failed. However, since it DID create the incident, its hard to say what might have happened. I usually see these when people submit service requests with invalid categorization or when they enter their entire life story in the summary field. Hope that helps... -Eli -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Timothy Rondeau *Sent:* Tuesday, March 24, 2009 12:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Service Request encountered an event error with the back-end application ** Hi, 7.0.1 p2 on SQL 2005 windows 2003 ITSM Hoping someone can point me in the right direction. Looking at these errors below and trying to figure out why they are generated. Incident gets created, but have this email, no info as to why this gets generated. Service Request INC00264119 encountered an event error with the back-end application. This error must be handled promptly. Thanks Tim __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html_Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Single user getting FB authentication failed ARERR 623
Could that user be logging-in to the server via IP number rather than server name? The flashboard authentication uses the user and server info from the client login. I have seen this error when user was logging-in via IP number when the FB/Midtier only knew about server names. Regards, Chuck Baldi On Mon, Mar 23, 2009 at 5:19 PM, Muhlethaler, Laurie lmuhletha...@firstrepublic.com wrote: Thank you for the reply, Dennis. This is only happening with one user though so I wouldn't think a restart would make a difference...? On Mon, 23 Mar 2009 16:00:46 -0500, Dennis Ruble ddru...@rockwellcollins.com wrote: Laurie, We recently had weird intermittent ARERR 623 errors when midtier was involved in anything. A restart of Tomcat cleared the problem, although I'm not sure why... HTH! Dennis Ruble Pr Programmer/Analyst Rockwell Collins (319)295-5326 Muhlethaler, Laurie lmuhletha...@firstrepublic.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 03/23/2009 03:22 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Single user getting FB authentication failed ARERR 623 ** Hi all ~ I have a user who is getting the ARERR 623 Authentication failed for the flashboard on the IM Manager console table in the user tool. He can successfully view the flashboard if he logs in to other machines. That said, we tried uninstalling and reinstalling the UT to no avail Has anyone seen this before? Windows Server 2003 SQL Server 2005 MidTier: IIS 6 (Apache Tomcat) Java: 1.5.0_15 7.1.00 Patch 002 AR Server MidTier Admin Client Flashboards 7.0.03 Patch 006 Service Desk . Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Port issues with Netcool Gateway connecting to ARS 7.1
The Netcool Gateway has its different binaries for different versions of Remedy. The NCG readme explains which binaries to use for the specific Remedy versions. When you upgrade Remedy, you need to change the Netcool Gateway to use the proper binaries. Regards, Chuck Baldi On Thu, Mar 19, 2009 at 9:29 AM, Tony Worthington tony.worthing...@kohls.com wrote: ** Have you indicated the tcp port on the netcool server via environment variables? ARTCPPORT etc... From: James Pifer j...@obrien-pifer.com To: arslist@ARSLIST.ORG Date: 03/19/2009 06:34 AM Subject: Port issues with Netcool Gateway connecting to ARS 7.1 Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG -- We just upgraded our server from Win32/ARS 6.x to Linux/ARS 7.1. We also use Netcool and I'm having trouble getting Netcool's Remedy Gateway to connect to the new server. Couple questions: We're running ARS on port 9901. Clients connect fine and I can see in a netstat -a that it's listening, but nmap from another machine does not see the port 9901 open. I assume it's a TCP port. No firewalls are enabled. Netcool support also wants me to telnet to the server using port 9901 and verify the credentials to login. I do not get a response trying to telnet to the port. Should this work? Any help is appreciated. Thanks, James ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are -- CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Relating Tickets in ITSM
Shafqat, I have not been able to find any documentation either, but I have done some testing. The important info is which settings cause workflow to fire. Here is what I have found: Duplicate of / Original of -- These work together in a parent/child sort-of relationship. The original is managed and resolved normally. The duplicates are all resolved through workflow when the original is resolved. Related to - Informational. No workflow fires that I could tell. Resolved / Resolved by - Informational. Caused / Caused by - Informational. So the informational relationships can have whatever definition makes sense to your customer. I only did Incident-Incident relationship testing. Incident-other relationships share some of the same types and may drive workflow in those cases. I'd be interested in knowing other test results in those areas. Regards, Chuck Baldi On Thu, Mar 12, 2009 at 4:59 PM, Shafqat Ayaz shafq...@yahoo.com wrote: Hi All i am trying to find some documentation which describes how ITSM handles ticket relationship. For example when relating a ticket/Incident, what does it mean the relationship is A Duplicate of Related to Caused Caused By is there any documentation that describes these relationships? if so, where do i find it. Many thanks ITSM 7 Thanks Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Client Timeout
LJ, You could do something similar to the way the current Data Load Tool handles validation and promotion: - write a command value to a field to flag the process start - have an escalation do the work (or you can figure out how to send a CAI message to kick it off :-) - pop-up a small window showing the status, with an auto-refresh to keep it updated. I don't see any way of keeping it synchronous with the client action and not risk the timeout you describe. Regards, Chuck Baldi On Thu, Mar 5, 2009 at 2:44 PM, LJ Longwing lj.longw...@gmail.com wrote: ** Quick question (hopefully) ARS 7.1 Server and Mid-Tier I have a button press that causes a push to happen. This push can sometimes take in upwards of 5-8 min's to happen, later actions in the AL fail to fire because of client timeout. The timeout window seems to be about 2 min's give or take a few secsI'm trying to either extend the timeout, or find a way to reattach the client to a server side process once it finishes. I'm considering moving the entire thing server side and just sending the user an email when it's done...but that's not desired. Any suggestions?...oh...and I've troubleshot the process...it's not taking too long in any 1 point...it's just an extensive process...it's all internal to remedy...copying records from location a to location b when needed...but there can sometimes be 10-20 thousand records that need to be copied...which just takes a bit of time. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Data Load Utility Timeout
I'm not sure if this is related to your problem or not, but we had Data Load jobs get stuck In Progress and had to be killed to clear. The problem turned out to be that the admin user we were running the job with (e.g., Demo) did not have the proper ITSM config/admin foundation priviliges to update the fields. You know like Config Categorization Admin, Contact Support Admin, etc. We got no errors, the jobs would just get stuck. Once we granted the proper privileges to that user, the jobs completed without a hitch. Also, if you have customized your People form, look for required fields or dependencies that might choke the Data Load job. Regards, Chuck Baldi On Fri, Feb 27, 2009 at 11:51 AM, James Lauber james.lau...@midlandls.comwrote: Morning list. I'm working on importing about 250 people records using the ITSM 7.0.03 data load utility, and I am encountering a timeout error every time I try to promote the validated data. Once I click Promote, I get 4 records in DLD:ThreadManager and one DLD_OUT_CREATE record in CAI Events with a return message of Running. I check the People and User forms and the first record from the staging form has been created as expected, but that is it. Within a few minutes, the CAI Events record has the return message ARSetEntry - Timeout during database update -- the operation has been accepted by the server and will usually complete successfully. The status in the data load console remains In Progress. I've killed the process and tried 5 times so far, with the same result each time. This is a Win 2003 VM, 1.5 gig ram, SS 2005, ARS 7.0.01 patch 3. Thanks in advance for any advice. Details from arerror log: Fri Feb 27 09:56:52 2009 390626 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Fri Feb 27 09:56:52 2009 Timestamp: Fri Feb 27 2009 09:56:52.4740 Thread Id: 1424 Version: 7.0.01 patch 003 200705212328 May 22 2007 02:43:21 ServerName: Database: SQL -- SQL Server Hardware: Intel Pentium OS: Windows NT 5.2 RPC Id: 45248 RPC Call: 2 (SE) RPC Queue: 390626 Client: User Remedy Application Service from Unidentified Client (protocol 12) at IP address Form: CTM:LoadPeople Logging On: Code: c005 Operation: write Access Addr: 0x541eb5 Stack Begin: Stack End Fri Feb 27 09:56:52 2009 390626 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Fri Feb 27 09:56:52 2009 0xc005 Fri Feb 27 09:56:52 2009 390626 : AR System server terminated -- fatal error encountered (ARNOTE 21) Andy Lauber Software Engineer II Midland Loan Services 913-253-9097 Phone 913-253-9001 Fax james.lau...@midlandls.com The contents of this email are the property of PNC. If it was not addressed to you, you have no legal right to read it. If you think you received it in error, please notify the sender. Do not forward or copy without permission of the sender. This message may contain an advertisement of a product or service and thus may constitute a commercial electronic mail message under US Law. PNC’s postal address is 249 Fifth Avenue, Pittsburgh, PA 15222. If you do not wish to receive any additional advertising or promotional messages from PNC at this e-mail address, click here to Unsubscribe. https://pnc.p.delivery.net/m/u/pnc/uni/p.asp By unsubscribing to this message, you will be unsubscribed from all advertising or promotional messages from PNC. Removing your e-mail address from this mailing list will not affect your subscription to alerts, e-newsletters or account servicing e-mails. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Version 7 Permissions Model
Michael, You should not need to go through those hoops. It sounds like the Multitenancy configuration in ITSM 7 will work for you. You create multiple companies as you say, but no need for multiple People forms. Each person record belongs to a single company (whichever), then you grant explicit access for that user to whatever company's objects they should see. This is on the Access Restrictions table on the Login/Access Details tab of the People form. You de-select Unrestricted Access and grant company-specific access. This way, users who you have given access to School A will only see School A's Incidents, etc. You then have the option of loading company-specific operational categories, etc. Read the whitepaper on Multi-Tenancy too. Regards, Chuck Baldi On Fri, Feb 27, 2009 at 3:51 PM, Michael S. Davis mida...@exchange.upenn.edu wrote: ** I tried posting this twice to the bulletin board but it didn’t show up. Anyway, here goes……ok, and now it doesn’t like my email address. Trying for a FOURTH time. We are upgrading to version 7 right now and are having some permissions troubles. What we need is for several different schools to run Remedy helpdesks, but those schools must be segregated from each other. In other words, our School of Nursing has a helpdesk and they cannot see tickets from the Research Services helpdesk. This is easy enough in that we can create separate companies. The original plan was to create five different companies. We have run into two problems, though. Each of these companies would need to have their own people table. Since the people from across all companies are held in one table this makes searching take longer than necessary; each company will have 70,000 people so when it searches it actually searches through 350,000 records. The second problem is that one of the groups in IT will need to have access permissions to two other companies. This means that when they look up a name they will get three returns – one for each company they have access to. Our consultants recommended that we do not modify the existing permissions model as it is a nightmare to do so and will be a nightmare come upgrade time. I did some investigating and experimenting and agree with them. It is very complicated. So I came up with another solution. Instead of breaking the permissions model I created a filter that will set field 112 to the Support Company ID, overwriting anything that is in there such as the requester ID and contact ID. This filter will run last upon create and modify. I created one customer company and three operating companies. From the customer company I created three users and some non-user people. Each of the users has access restrictions to the customer company and one of the operating companies. Without this filter on the tickets that they log can be viewed by anyone. This is, of course, due to the fact that the requester company ID is in field 112. After turning on the filter and modifying each ticket the users could see only the tickets where the support company was in their access restrictions – thus ignoring the customer company. As a follow-up, I created another user with access to two of the operating companies. This user could see tickets logged for those two companies but not the third. This appears to have worked, so I simply added the change form to the filter. Again – same results. In effect, what I have done here is that I have one company that holds all of the people, including all of the users, and have created three operating companies with no users but with support groups. I have not modified any existing workflow in any way, other than to make it irrelevant by overwriting field 112. A consultant friend of mine mentioned a number of minor issues but nothing that cannot be overcome. Our requesters cannot see their tickets now, and I believe a simple join form with $USER$ = ‘username’ logic will allow them to see them in the future if we decide to go that way. So can anyone see any major reason why this logic will not work? Thanks for taking the time to read this extremely long essay. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Remedy Developer, Colorado Springs
Joe, Now it sounds like you are talking dog years :-) Chuck On Tue, Feb 24, 2009 at 12:39 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** In a very strict sense, it depends.. What if there was an independent consultant working on 4 different projects over those years all involving version 7 :-) That would technically give him experience varied enough to count as 2 x 4 = 8 years of experience on paper.. although chronologically that would seem impossible.. Joe -- *From:* Howard Richter hbr4...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Tuesday, February 24, 2009 10:11:01 AM *Subject:* Re: Remedy Developer, Colorado Springs ** Lets see. It was released in 8/2006 and the beta started around March 2006, so I would say non. Unless they were a former BMC employee. Howard On Tue, Feb 24, 2009 at 8:47 AM, Meyer, Jennifer L jennifer.me...@its.nc.gov wrote: ** So what do you think the odds are they’ll find someone with more than 3 years of Remedy 7 experience? Jennifer Meyer -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Jase Brandon *Sent:* Monday, February 23, 2009 6:16 PM *To:* arslist@ARSLIST.ORG *Subject:* Fwd: Remedy Developer, Colorado Springs ** Hello All, I am posting this in hopes that someone on the list lives near/wants to relocate to Colorado Springs, CO area. Please see below job description and contact information. Thanks, Jase -- Forwarded message -- From: *Sears, Emily* ese...@teksystems.com Date: Mon, Feb 23, 2009 at 5:53 PM Subject: Remedy Developer, Colorado Springs To: jasebran...@gmail.com Hi Jase— Here is the job description. Please have people contact me direct for more information! Thanks so much for your help !! *REMEDY DEVELOPER--Colorado Springs, CO* ·*Must currently have or be able to obtain a US DOD SECRET SECURITY CLEARANCE* ·*6 month Contract to Hire* ·*Minimum 3 yrs. experience developing Remedy 7* Our client is in need of a Remedy Developer to maintain, modify and develop custom software applications. This system is used to process Trouble Tickets for Tier 1, 2 3 network/computer support of all customers, located worldwide. *Other responsibilities include:* ·Collecting metrics ·Creating custom reports ·Creating and maintaining the Remedy system as-built drawings/diagrams and instruction manuals. ·Maintain/administer the Enterprise Remedy system which includes: Remedy distributed architecture, Remedy Web Enterprise, Remedy core application and Remedy database administration ·Perform Remedy form/schema development ·Provide support for web-related database development activities ·Collect and maintain metrics documenting Service Delivery Summary performance thresholds ·Collect and maintain metrics beyond those related to the Service Delivery Summary thresholds as related to performance of the Front Range Consolidated Network; provide these metrics to the government *Environment:* Work with other users of Remedy to enhance effectiveness and collaborative capabilities of Remedy and resolve problems associated with the Enterprise Remedy application. *Compensation:* This opportunity offers a competitive salary with a generous benefits package including medical dental insurance, 10 paid federal holidays; paid vacation, personal, and sick leave (discretionary leave or paid time off); life insurance, long term disability insurance, tuition reimbursement; employee referral bonus program, opportunity to participate in *401(k)*plan. -- *Emily Sears* Technical Recruiter 102 S. Tejon St. Ste 300 Colorado Springs, CO 80903 719.866.6915 F 719.866.6928 M 919.260.2489* WWW.TEKSYSTEMS.COM http://www.teksystems.com/* Please consider the environment before printing this email. -- -- This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic email or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the
Re: How to save huge qual string in Table / Tree Property? RESOLVED
All, I was able to update the table query in question. Here is what I did: 1. Downgraded my Admin tool to 7.1 patch 3 (thanks Conny). This allows creation of qualification strings up to 4k (4096 chars). 2. Since the OOB qual was already at 4081 chars, I could barely add the EXTERNAL() before running out of room. So I took the OOB qual and removed a pile of the superfluous spaces that the Admin tool adds to the qual, such as those around the =, etc. This got the OOB qual down to 3727 chars. 3. Because I'm adding a half-dozen custom fields to the qual, the addition would still put it over the 4k limit, so I added another AND EXTERNAL(custom_do_field) and loaded my addition on Window Open. (thanks Scott and others). The real trick was to remove the extra spaces to make room. It is important to save a copy of the compressed qual for later because if you ever modify the table field, like to add a column, the Admin tool will barf again because it will have expanded the qual with the extra spaces again so that it exceeds the 4k limit. Saving a copy avoids having to remove all the spaces again. Thanks again, Chuck Baldi On Thu, Feb 12, 2009 at 9:22 AM, Charles Baldi charles.ba...@gmail.comwrote: Thanks for all the suggestions. I will see what I can get to work. FYI my Admin tool is at 7.1p4 while the ARServer is at 7.1p5. I will let you all know the result. Regards, Chuck Baldi On Thu, Feb 12, 2009 at 7:17 AM, Carey Matthew Black black@gmail.com wrote: However, you should also be warned that in at least a previous version (v5 or was it v6 era) there was a practical limit to the length of these qualifications. I was never clear if it was a RDBMS limitation or an ARS limitation, but I remember a number like 4000 characters as an upper limit to what actually works. Which was true even if you used the EXTERNAL() operator. -- Carey Matthew Black BMC Remedy AR System Skilled Professional (BRSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Wed, Feb 11, 2009 at 6:45 PM, Scott Illari sill...@optonline.net wrote: ** Chuck, I would follow these steps 1) Create a hidden display only character field on the form. Just be sure the DB size of the field is 0 to hold the qualification if it ever grows. 2) Update the table field so the qualification is EXTERNAL($Display Only Field$) 3) Have an Active Link set the display only field on Window Open or Display or Loaded (Whichever works for you) 4) Have the next action perform a Change Fields that refreshes the table. Hope that helps. Scott Illari 908-601-8948 http://www.linkedin.com/in/scottillari From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi Sent: Wednesday, February 11, 2009 5:30 PM To: arslist@ARSLIST.ORG Subject: How to save huge qual string in Table / Tree Property? ** Hello all, I am trying to update the Table / Tree Property on the HPD:Incident Assoc Search form to let users search for some of their custom fields. However, the Qualification string is so large that the Admin tool will not let me add to it. I can't even re-paste the original qualification back into the field if I remove it. So, BMC must have a trick for pasting a HUGE qualification string here. Does anyone know how to do this? ARS 7.1 p5 ITSM 7.0.03 p8 Thanks in advance, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: How to save huge qual string in Table / Tree Property? RESOLVED
Howard, As others on the thread have said, the 4k limit appears to be a database one. The 2k limit is a bug. Chuck On Fri, Feb 13, 2009 at 9:53 AM, Howard Richter hbr4...@gmail.com wrote: ** Chuck, Great news, bowever, is the size limit a bug with that patch or a new feature going forward? Howard On Fri, Feb 13, 2009 at 9:45 AM, Charles Baldi charles.ba...@gmail.comwrote: ** All, I was able to update the table query in question. Here is what I did: 1. Downgraded my Admin tool to 7.1 patch 3 (thanks Conny). This allows creation of qualification strings up to 4k (4096 chars). 2. Since the OOB qual was already at 4081 chars, I could barely add the EXTERNAL() before running out of room. So I took the OOB qual and removed a pile of the superfluous spaces that the Admin tool adds to the qual, such as those around the =, etc. This got the OOB qual down to 3727 chars. 3. Because I'm adding a half-dozen custom fields to the qual, the addition would still put it over the 4k limit, so I added another AND EXTERNAL(custom_do_field) and loaded my addition on Window Open. (thanks Scott and others). The real trick was to remove the extra spaces to make room. It is important to save a copy of the compressed qual for later because if you ever modify the table field, like to add a column, the Admin tool will barf again because it will have expanded the qual with the extra spaces again so that it exceeds the 4k limit. Saving a copy avoids having to remove all the spaces again. Thanks again, Chuck Baldi On Thu, Feb 12, 2009 at 9:22 AM, Charles Baldi charles.ba...@gmail.comwrote: Thanks for all the suggestions. I will see what I can get to work. FYI my Admin tool is at 7.1p4 while the ARServer is at 7.1p5. I will let you all know the result. Regards, Chuck Baldi On Thu, Feb 12, 2009 at 7:17 AM, Carey Matthew Black black@gmail.com wrote: However, you should also be warned that in at least a previous version (v5 or was it v6 era) there was a practical limit to the length of these qualifications. I was never clear if it was a RDBMS limitation or an ARS limitation, but I remember a number like 4000 characters as an upper limit to what actually works. Which was true even if you used the EXTERNAL() operator. -- Carey Matthew Black BMC Remedy AR System Skilled Professional (BRSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Wed, Feb 11, 2009 at 6:45 PM, Scott Illari sill...@optonline.net wrote: ** Chuck, I would follow these steps 1) Create a hidden display only character field on the form. Just be sure the DB size of the field is 0 to hold the qualification if it ever grows. 2) Update the table field so the qualification is EXTERNAL($Display Only Field$) 3) Have an Active Link set the display only field on Window Open or Display or Loaded (Whichever works for you) 4) Have the next action perform a Change Fields that refreshes the table. Hope that helps. Scott Illari 908-601-8948 http://www.linkedin.com/in/scottillari From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi Sent: Wednesday, February 11, 2009 5:30 PM To: arslist@ARSLIST.ORG Subject: How to save huge qual string in Table / Tree Property? ** Hello all, I am trying to update the Table / Tree Property on the HPD:Incident Assoc Search form to let users search for some of their custom fields. However, the Qualification string is so large that the Admin tool will not let me add to it. I can't even re-paste the original qualification back into the field if I remove it. So, BMC must have a trick for pasting a HUGE qualification string here. Does anyone know how to do this? ARS 7.1 p5 ITSM 7.0.03 p8 Thanks in advance, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: How to save huge qual string in Table / Tree Property?
Thanks for all the suggestions. I will see what I can get to work. FYI my Admin tool is at 7.1p4 while the ARServer is at 7.1p5. I will let you all know the result. Regards, Chuck Baldi On Thu, Feb 12, 2009 at 7:17 AM, Carey Matthew Black black@gmail.comwrote: However, you should also be warned that in at least a previous version (v5 or was it v6 era) there was a practical limit to the length of these qualifications. I was never clear if it was a RDBMS limitation or an ARS limitation, but I remember a number like 4000 characters as an upper limit to what actually works. Which was true even if you used the EXTERNAL() operator. -- Carey Matthew Black BMC Remedy AR System Skilled Professional (BRSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Wed, Feb 11, 2009 at 6:45 PM, Scott Illari sill...@optonline.net wrote: ** Chuck, I would follow these steps 1) Create a hidden display only character field on the form. Just be sure the DB size of the field is 0 to hold the qualification if it ever grows. 2) Update the table field so the qualification is EXTERNAL($Display Only Field$) 3) Have an Active Link set the display only field on Window Open or Display or Loaded (Whichever works for you) 4) Have the next action perform a Change Fields that refreshes the table. Hope that helps. Scott Illari 908-601-8948 http://www.linkedin.com/in/scottillari From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi Sent: Wednesday, February 11, 2009 5:30 PM To: arslist@ARSLIST.ORG Subject: How to save huge qual string in Table / Tree Property? ** Hello all, I am trying to update the Table / Tree Property on the HPD:Incident Assoc Search form to let users search for some of their custom fields. However, the Qualification string is so large that the Admin tool will not let me add to it. I can't even re-paste the original qualification back into the field if I remove it. So, BMC must have a trick for pasting a HUGE qualification string here. Does anyone know how to do this? ARS 7.1 p5 ITSM 7.0.03 p8 Thanks in advance, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Config Prefs won't pull up
Silly question...does the user you are logged-in as have the right privileges? SLM Config Manager, I think. Chuck On Thu, Feb 12, 2009 at 11:38 AM, Ramey, Anne anne.ra...@its.nc.gov wrote: ** When I pull up SLM:ConfigPreferences and do an unqualified search it says there are no results, but if I try and make a new entry it says You cannot have multiple configuration records. Modify the existing configuration record as needed. (ARERR 44120). I need to set the path for the import command file before I tried an import. I can see the data at the DB level, but I just can't seem to get the user tool to show it. I'm not seeing this problem in Dev or Prod…just UAT. Any ideas? Anne Ramey *E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official.* __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are