Re: Task error - suggestions?

[Chowdhury, Tauf]

Richard/Anne, we are having the same issue. 

 

Another issue.. and if you 2 have a workaround, it would be helpful:

When creating a new incident/change, if you add tasks, but then accidentally 
close out the incident/change without saving/submitting, the tasks are orphaned 
L

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Friday, December 04, 2009 1:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Task error - suggestions?

 

Thanks Anne…..this was what they sent me also, but somehow this solution seems 
pretty excessive…I was hoping

for something a bit cleaner …… this is something that seems like it should have 
been caught in prerelease QA….. L

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Friday, December 04, 2009 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Task error - suggestions?

 

I currently have a ticket open for this as well.  I can't re-produce it at will 
so I can't get logs.  This was their suggested solution:

 

Solution

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.

In-house testing of a simple active link which pushes the value of Active to

this field for the task in question has succeeded in triggering the other

OOB workflow to advance the status of the task. For example:

One way to accomplish this would be to create a new form with a character field 
and a button. The

character field is populated with the ID of the task that needs to be moved 
from Staged, expl –

TAS13. Pressing the button will trigger an active link to search the 
TMS:Task form for the

matching task record (a Push If action). When found, it will push to the field, 
State, a value of

http://rkm.bmc.com/rkm/viewdoc.jsp?remedy=1do...ype=Publishedterms=searchTermsuser=Self
 Help (1 of 2) [11/30/2009 11:04:20 AM]

Document Viewer

Active. This action should trigger the other out of box workflow to then change 
the Status of the task

to either Pending or Assigned.

NOTE: Be sure to have proper backups when trying custom workflow in

case it is found necessary to restore to original state.

 

Anne Ramey

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Friday, December 04, 2009 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Task error - suggestions?

 

Richard,

What is your Issue #? I had a ticket open for this but they closed it out 
because at the time, I didn’t know how to reproduce. I will re-open but 
possibly they can relate the issues together. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Friday, December 04, 2009 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Task error - suggestions?

 

OK. Thanks. The task that won’t change is the first  (and only) ad-hoc  task. I 
have a ticket open with BMC so 

we’ll see what they suggest….

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sabyson Fernandes
Sent: Friday, December 04, 2009 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Task error - suggestions?

 

** 

Hi Richard,

The tasks need to be activated by the parent object i.e. incident/change or any 
predecessor task/task groups in a sequential flow. For incident setting the 
status of In Progress will activate the first task or task group associated 
to the incident. 

There is a known issue when sometimes the task flow is broken and the tasks do 
not get activated. This mainly happens when you have a cancelled task somewhere 
in the middle of a sequence. The way to manually activate the task is to set 
the 'State' field on the task to active. You can do this by workflow to push 
this value into the relevant task from a display only form that you can create. 

BMC support advised that we install ITSM patch 9 to resolve the issue when a 
task does not get activated. We did install patch 9, but there were 2 major 
issues that got introduced as a result of installing the patch. We got a hot 
fix for one of them and the other issue is still open.

Regards,
Saby 

 



From: copits.rich...@bwc.state.oh.us copits.rich...@bwc.state.oh.us
To: arslist@ARSLIST.ORG
Sent: Fri, December 4, 2009 8:22:59 AM
Subject: Task error - suggestions?

** 

I’m starting to work with the Task Management system under Incident Mgt. I’ve 
created an incident

Re: Adding AIE process to armonitor.conf

[Chowdhury, Tauf]

Also, keep in mind if you have any Data Exchanges that run on interval,
they will most likely kick off when the service is started. So you would
want to take into consideration of doing this during peak usage of the
production environment. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Thursday, December 03, 2009 3:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding AIE process to armonitor.conf

 

** 

Whats your OS???

 

If it is Windows, you can have the Windows Services manager to restart
the process after it dies. The Services manager has options to do a task
after a process dies one of them  which is to restart it..

 

If you are on UNIX you could write a cron job to check the process at
intervals when a AIE schedule has to run, and if not found to restart
it..

 

Or you could write a cron job to stop the process at a anticipated time
when there will be no AIE job running and to automatically start just
before an AIE process is about to be triggered..

 

Joe

 



From: Shyam Attavar atta...@sbcglobal.net
To: arslist@ARSLIST.ORG
Sent: Thu, December 3, 2009 1:34:36 AM
Subject: Adding AIE process to armonitor.conf

** 

Dear Listers,

We are seeing an issue with the AIE process dying from time to time and
we would like to add this to armonitor.conf, so that the process can be
restarted without any manual intervention. We are currently running only
a single instance of AIE on the same box running AR Server. I am not
sure if this is even recommended. I was wondering if any of you have
done this. If so, what are the things we need to watch out for? 

Any insight is really appreciated.

Thanks,
--
Shyam

 

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Calculating DB size

[Chowdhury, Tauf]

All,

I am trying to estimate DB size growth for a new project which requires
about 7000 People records added per year. 

Anyone have an idea how much space 1 people entry takes up in Remedy
ITSM 7.0.3? This would be factoring in the User form record as well. 

 

We are running an Oracle 10g DB. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

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Re: Push Field Question

[Chowdhury, Tauf]

Mark,

Not sure if there are any special operators that you can use to truncate
based on certain criteria but you could:

Make the diary field RO. In order to update the diary field, a button is
clicked to open up a dialog. Then you can push the contents of the
dialog using your filter and also update the existing diary field with
the contents of the dialog.

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Tuesday, December 01, 2009 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Push Field Question

 

** 

HI All,

 

I have a case were there is a filter that does a push field on
submit/modify that includes the entry from a diary field.  The problem
is the entire diary field is being pushed when all I want is the latest
update. Is there away to do that?

 

Thanks

Mark

 


Mark Brittain 
Remedy Developer 
NaviSite 
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 Today. 

 

 

    

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Re: ITSM 7.0.3 - Tracking Work Effort

[Chowdhury, Tauf]

Rod,
Thanks for the tip! I will contact you offline if I need more details but this 
is a great start. 

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rod Harris
Sent: Wednesday, November 25, 2009 5:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.3 - Tracking Work Effort

Hi Tauf,

I had the same issue. It was surprising that it was difficult to
report against the increments of time properly.

I solved it in four simple steps.

1. Create a new integer field to track time increments on the incident
2. Create a filter that fires everytime the existing time field is
modified. ( 'AssigneeEffortDurationSeconds' !=
'DB.AssigneeEffortDurationSeconds') The filter reads the existing time
total from the matching assignment log entry and subtracts this from
the new value to calculate the incremental time increment.
3. Audit the new field
4. Create a join form that joins an incident with its audit form. Add
any fields you would like to report against.

The new join form now contains all of the incident data you need
combined with the value of the time increment each time it is changed
and the userid of the user that changed it as well as a timestamp.
With this data you can build reports that track time spent on tickets
in a very detailed way.

Hope this is enough to help you. Let me know if you need more details.

Good luck. I think you will find that this minor change is well worth
the effort.

Rod Harris



2009/11/25 Chowdhury, Tauf tauf.chowdh...@frx.com:
 **

 All,

 Here is the dilemma... I'll use Incident Management as an example but really,
 it affects all modules.

 1.   The assignee of an incident does some work on the request on week
 1. In the work effort, he/she puts in 10 minutes spent.

 2.   On week 2, the assignee does 20 minutes of work and updates the
 effort log.

 3.   The system creates a single record for the assignee when the 1st 10
 minutes was submitted in week 1 and creates a record in the Work effort
 form.

 4.   For the 2nd week, the system updates that same record and adds 20
 minutes and so we have a total of 30 minutes.



 The problem that our organization is running into is this.

 1.   We run weekly reports on how much time is spent on requests.

 2.   For tickets that are opened and closed in the same week, the
 reports work fine.

 3.   However, for the scenario mentioned above, it pretty much falls
 apart.

 4.   Week 1 shows that the assignee did 10 minutes of work on this
 incident.

 5.   Week 2 shows that assignee did 30 minutes of work for this incident
 when really, it was just 20. (This is the problem).



 Has anyone else dealt with something like this?

 What I was thinking as a possible solution is to piggy back off of the OOB
 workflow and do the following:

 1.   Create a custom form that can be used to collect work effort info
 about all the modules in this 1 form.

 2.   Build workflow that creates a record in the custom form much like
 the work effort forms and updates the record only for a given week. Once the
 next week starts and someone updates work effort for an older incident, a
 new record is created on this form and the process continues.



 Any other ideas would be helpful.

 Thanks and Happy Thanksgiving for those who are observing in the States!





 Tauf Chowdhury | Forest Laboratories, Inc.

 Analyst, Service Management

 Informatics-Infrastructure

 Office: 631.858.7765

 Mobile:646.483.2779



 

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ITSM 7.0.3 - Tracking Work Effort

[Chowdhury, Tauf]

All,

Here is the dilemma... I'll use Incident Management as an example but
really, it affects all modules.

1.   The assignee of an incident does some work on the request on
week 1. In the work effort, he/she puts in 10 minutes spent. 

2.   On week 2, the assignee does 20 minutes of work and updates the
effort log. 

3.   The system creates a single record for the assignee when the
1st 10 minutes was submitted in week 1 and creates a record in the Work
effort form.

4.   For the 2nd week, the system updates that same record and adds
20 minutes and so we have a total of 30 minutes.

 

The problem that our organization is running into is this.

1.   We run weekly reports on how much time is spent on requests.

2.   For tickets that are opened and closed in the same week, the
reports work fine.

3.   However, for the scenario mentioned above, it pretty much falls
apart.

4.   Week 1 shows that the assignee did 10 minutes of work on this
incident.

5.   Week 2 shows that assignee did 30 minutes of work for this
incident when really, it was just 20. (This is the problem).

 

Has anyone else dealt with something like this? 

What I was thinking as a possible solution is to piggy back off of the
OOB workflow and do the following:

1.   Create a custom form that can be used to collect work effort
info about all the modules in this 1 form.

2.   Build workflow that creates a record in the custom form much
like the work effort forms and updates the record only for a given week.
Once the next week starts and someone updates work effort for an older
incident, a new record is created on this form and the process
continues.

 

Any other ideas would be helpful. 

Thanks and Happy Thanksgiving for those who are observing in the States!

 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

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Re: RKM 7.5

[Chowdhury, Tauf]

I will say the CMDB support team (on shore and off shore) have been
stellar as well

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Friday, November 20, 2009 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5

 

** 

Carrie R is old fashioned Remedy Support -- 

IF BMC could only put it in a bottle.. 

On Fri, Nov 20, 2009 at 10:34 AM, Tony Worthington
tony.worthing...@kohls.com wrote:

** I second that, and will next year.  Carrie saves the day every
time... 

Tony Worthington | Sr. Technical Analyst | Kohl's Department Stores 
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262)
703-7763 | e-mail: tony.worthing...@kohls.com 



From: 

strauss stra...@unt.edu 

To: 

arslist@ARSLIST.ORG 

Date: 

11/20/2009 09:31 AM 

Subject: 

Re: RKM 7.5 

Sent by: 

Action Request System discussion list(ARSList) arslist@ARSLIST.ORG

 






Good - all of you can help nominate her for BMC Employee Beyond The Call
of Duty award in 2010.  When I hit a snag in RKM, usually when
installing a new test setup or patching an existing one (the installers
are problematic, and I like to break new stuff), she's on the phone in
15 minutes!!  NO other product in the entire BMC suite gets this quality
of support!!! 
  
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/ http://itsm.unt.edu/  
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of
Chowdhury, Tauf
Sent: Monday, November 16, 2009 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 
  
Carrie R. from BMC is great when it comes to RKM. She definitely knows
her stuff. 
  
Tauf Chowdhury | Forest Laboratories, Inc. 
Analyst, Service Management 
Mobile:646.483.2779 
  
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of
Pat Zandi
Sent: Saturday, November 14, 2009 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 
  
** 
I did the same thing last night.. 
We are now on 7.5. But I had issues with SS 6.1 patch 5.  I do not
understand why. It was just a war file but the display would be blank..
We were having funky issues with 7.2 ... So while it was down I jumped..
Great move. 
I ask carrie to help me with it,,, she is the best in the world .. IMHO 
Sent from my iPhone 

On Nov 14, 2009, at 9:29 AM, brian.bis...@goldstag.demon.co.uk wrote: 
Hi Patrick,

I have now solved this with some excellent help form a BMC Support
person in India. We un-installed RKM 7.5 patch 1and installed RKM 7.5
instead. It worked fine with no problems at all. I doubt if I will move
to patch 1 though!

As I see BMC support criticised at times in ARlist, I would like to take
this opportunity to thank them on their excellent response to my issue,
which included a webex session on my server and 90 mins of the
individuals time. 

Brian Bishop
Goldstag Consultants Ltd
+44(0)7973 746832 

 




From: patrick zandi remedy...@gmail.com 
Date: Fri, 13 Nov 2009 17:26:51 -0500 
To: arslist@ARSLIST.ORG 
Subject: Re: RKM 7.5 
  
** 
I have specifically installed this.. but was informed (because I was
going too) following the readme, and installation instructions Very
Carefully... 
and it will work perfectly. 
IF you have the older version previous 7.1, you have alot of deleting
users, groups, forms, AL, workflow. 



On Fri, Nov 13, 2009 at 4:57 AM, brian.bis...@goldstag.demon.co.uk
wrote: 
Hi all,

Has anybody successfully installed RKM 7.5? I am trying to on a MS 2003
web server running IIS 6 and failing. Issues I have had so far are:-

1. Install of integration with ITSM failed when it attempted to load the
RKM def file and supposedly got an error from it.

2. Tomcat fails on startup seemingly trying to connect to a database
using a login of RKMAdmin.

I resolved 1. By importing all the def files manually with no problems.
BMC have confirmed that having done this my install should be ok.

2 is not resolved. Why is it trying to connect to a database when at no
time during the install did it ask for any details about a database?

Any observations\suggestions would be appreciated.

Many thanks
Brian
Brian Bishop
Goldstag Consultants Ltd
+44(0)7973 746832


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RKM 7.2 - Filters that contain web path URL

[Chowdhury, Tauf]

All,

Having a brain freeze at the moment... 

Does anyone know the 2 filters in which the RKM web path is stored in?
These are the filters that set the server URL... 

I can't find them.. help!

 

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. 
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Re: CMDB Class for SSL Certificates

[Chowdhury, Tauf]

Shawn,

Why not go with Document? I'd probably go with that. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Thursday, November 19, 2009 2:28 PM
To: arslist@ARSLIST.ORG
Subject: CMDB Class for SSL Certificates

 

** 

Good afternoon,

 

I'm trying to figure out the best class for VeriSign certificates in the
CMDB.  I don't really think it's a Product, nor is it a Document.  I
can't really come up with a specific class that seems to fit.  I'd
prefer to use an OOtB class over creating a new one, but that may be my
only choice.

 

Where do you all store your SSL certificate asset records?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

 

 

 

Private and confidential as detailed here
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Re: Discovery 1.6

[Chowdhury, Tauf]

My default, the tool will load all CI's into IMPORT.TOPO after you do
the CMDB sync. Then, you must run a recon job to merge data into
BMC.ASSET.

 

Do you have a support contract with BMC? If so, go to the documentation
site or communities. There are a lot of docs and articles that may help
you. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, November 19, 2009 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Discovery 1.6

 

** 

Hi,

 

We do not want it to load into the CMDB (BMC.ASSET).  We want it to just
go straight to BMC.IMPORT.TOPO. Is there a way in discovery to get it to
go straight to TOPO manually.  We have it scheduled for 5:30 AM and we
need it to import into BMC.IMPORT.TOPO.

 

Is this possible?

 

 

 

In a message dated 11/19/2009 3:00:31 P.M. Eastern Standard Time,
remedy...@gmail.com writes:

** 

if you select syncronize , it will update everything in the
system FD to the CMDB

but then you still need to run a reconciliation job.

 

you can open the Default view select the object you was to put
into the asset or cmdb and do it that way..  Right mouse on the objects
in question 



 

On Thu, Nov 19, 2009 at 2:13 PM, Kathy Morris
kathymorris...@aol.com wrote:

** 

Is there a way to execute only one of the discovery task to be
pushed to BMC.Import.Topology.  I discovered new assets and I need them
to be in BMC.Import.Topology right away, and I can set up a job to push
from Topology to BMC.Asset.

 

In a message dated 11/18/2009 6:22:24 P.M. Eastern Standard
Time, remedy...@gmail.com writes:

** 

It shows up on the query and the console default view on
the fd application. But only after syncronization does it get to the
cmdb... Then after reconcilation job runs it is in the cmdb..

Hope that helps

Sent from my iPhone


On Nov 18, 2009, at 5:19 PM, Kathy Morris
kathymorris...@aol.com wrote:

** 

In the Discovery (foundation) - I  thought once
you run your task to discover the asset - this shows up in
BMC.Import.Topo?  Is this correct?

 

 

 

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Re: CMDB Class for SSL Certificates

[Chowdhury, Tauf]

Tier 3: Certificates

Or

Tier 3: Thing that controls access to certain things by way of another
thing J

 

The latter if you are being REALLY creative... 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Thursday, November 19, 2009 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB Class for SSL Certificates

 

** 

Thanks.  I think I will use document then.

 

By the way, how would you categorize documents as a Product?  I can only
come up with:

Tier 1:  Document

Tier 2: Security

Tier 3: 

Product Name: VeriSign Certificate

Manufacturer: VeriSign

 

I'm not feeling creative today so I can't come up with better ways to
describe it.

 

Thanks,

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carin Grobler
Sent: Thursday, November 19, 2009 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB Class for SSL Certificates

 

** Shawn, 

We used Document as well and it works quite well

C

On Thu, Nov 19, 2009 at 1:36 PM, Chowdhury, Tauf
tauf.chowdh...@frx.com wrote:

** 

Shawn,

Why not go with Document? I'd probably go with that. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Thursday, November 19, 2009 2:28 PM
To: arslist@ARSLIST.ORG
Subject: CMDB Class for SSL Certificates

 

** 

Good afternoon,

 

I'm trying to figure out the best class for VeriSign certificates in the
CMDB.  I don't really think it's a Product, nor is it a Document.  I
can't really come up with a specific class that seems to fit.  I'd
prefer to use an OOtB class over creating a new one, but that may be my
only choice.

 

Where do you all store your SSL certificate asset records?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

 

 

 

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Remedy related Salary Survey data

[Chowdhury, Tauf]

All,

Can anyone give me insight on what some good resources are to get salary
survey data in NY? 

I'm finding it challenging to get this information when it comes to
being related to Remedy Development. 

 

Feel free to contact me off-list if needed. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

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Re: Double-Click to select incident template

[Chowdhury, Tauf]

I would just keep it OOB and have the user Highlight and Select instead
of Highlight and Double Click. 

Selling point? One less mouse click!

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Wednesday, November 18, 2009 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Double-Click to select incident template

 

** 

A question came up about this on the BMC Communities board today, I
thought it was good idea so I implemented it.

 

Requirement:

Support Staff wants to be able to double-click incident template on the
Incident Template Selection and have it populate the incident instead of
having to press the select button.

 

Solution:

You need to deselect the Return/Table or Level Dbl-Clk option in HPD:HTU
Details_100_OpenDiag. You then select that option to run on the field
z2TH Template Selection in the 5 Active Links that start with
HPD:HTU:Select.

 

Sincerely,

 

Robert Fults

Remedy Dev.

Florida International University

Email: rfu...@fiu.edu

http://uts.fiu.edu

 

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Re: Case Upper or Lower

[Chowdhury, Tauf]

We have an Oracle DB and thus, we are case sensitive. Because of this,
we've chosen to make any character fields that a user will be doing a
lookup on (last name, first name, product name, host name) Upper case.
We found that upper case was easier to read as sometimes an l (lower
case L) can be interpreted as an uppercase I (as in India) or the
number 1. 

 

For Drop down menu's like CTI stuff, we just left it Case insensitive
since users will be mostly selecting from a drop down. In hindsight,
everything in CAPS would have been better. 

HTH

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Tuesday, November 17, 2009 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Case Upper or Lower

 

** 

If your database is case insensitive, I suggest host name be in lower
case.
Tier 1, Tier 2 and Tier 3 can also also be in lower case with the first
letter capitalized, except for acronyms that should be in upper case

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Kathy
Morris
Sent: Fri 11/06/09 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Case Upper or Lower

Hello,

We are trying to make an internal decision to design the Tier 1, Tier 2,

Tier 3 and host name fields.

We are torn between making the data in those fields all upper case, or
all 
lower case.

Does anyone have any opinions as to which way is better.

We want to make sure the data is easy on the eyes to read, and yet
visible.




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Re: Case Upper or Lower

[Chowdhury, Tauf]

Yeah, it's a simple UPPER function on return type of thing. We did that
also so the user can type whatever they want in the lookup field. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Tuesday, November 17, 2009 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Case Upper or Lower

 

** 

That is what we did, everything in the DB is upper case.  But from the
user stance it is seamless.  Most of the data that the user interacts
with we turned to all caps when it was being passed to the DB.  Also
when the employee was searching, we turned that to all caps so it would
find a match in the DB.  It was some extra workflow but it makes it a
lot less confusing on the customer.

 

Kevin Begosh, RSP

Remedy Development

ACE-IT

ISGS Defense

301-791-3540 Phone

240-291-2467 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Tuesday, November 17, 2009 8:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Case Upper or Lower

 

** 

We have an Oracle DB and thus, we are case sensitive. Because of this,
we've chosen to make any character fields that a user will be doing a
lookup on (last name, first name, product name, host name) Upper case.
We found that upper case was easier to read as sometimes an l (lower
case L) can be interpreted as an uppercase I (as in India) or the
number 1. 

 

For Drop down menu's like CTI stuff, we just left it Case insensitive
since users will be mostly selecting from a drop down. In hindsight,
everything in CAPS would have been better. 

HTH

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Tuesday, November 17, 2009 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Case Upper or Lower

 

** 

If your database is case insensitive, I suggest host name be in lower
case.
Tier 1, Tier 2 and Tier 3 can also also be in lower case with the first
letter capitalized, except for acronyms that should be in upper case

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Kathy
Morris
Sent: Fri 11/06/09 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Case Upper or Lower

Hello,

We are trying to make an internal decision to design the Tier 1, Tier 2,

Tier 3 and host name fields.

We are torn between making the data in those fields all upper case, or
all 
lower case.

Does anyone have any opinions as to which way is better.

We want to make sure the data is easy on the eyes to read, and yet
visible.




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Re: CMDB and Discovery

[Chowdhury, Tauf]

If you look at the CI's that you are stating are automatically getting
put into BMC.ASSET, do they also exist in IMPORT.TOPO? If so, check your
Reconciliation job for Topology Discovery. Look at the last run date.
Perhaps you have the recon job running? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Monday, November 16, 2009 11:20 AM
To: arslist@ARSLIST.ORG
Subject: CMDB and Discovery

 

** 

Hi All,

 

We have discovery 1.6, AR System 7.5.  We noticed that the data
discovered is automatically being directly loaded into the gold set
(Asset), and not topology.  Some assets do go load into topology.

 

What would cause this?

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Re: RKM 7.5

[Chowdhury, Tauf]

Carrie R. from BMC is great when it comes to RKM. She definitely knows her 
stuff. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pat Zandi
Sent: Saturday, November 14, 2009 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5

 

** 

I did the same thing last night.. 

We are now on 7.5. But I had issues with SS 6.1 patch 5.  I do not understand 
why. It was just a war file but the display would be blank..  We were having 
funky issues with 7.2 ... So while it was down I jumped.. Great move. 

I ask carrie to help me with it,,, she is the best in the world .. IMHO 
Sent from my iPhone


On Nov 14, 2009, at 9:29 AM, brian.bis...@goldstag.demon.co.uk wrote:

Hi Patrick,

I have now solved this with some excellent help form a BMC Support 
person in India. We un-installed RKM 7.5 patch 1and installed RKM 7.5 instead. 
It worked fine with no problems at all. I doubt if I will move to patch 1 
though!

As I see BMC support criticised at times in ARlist, I would like to 
take this opportunity to thank them on their excellent response to my issue, 
which included a webex session on my server and 90 mins of the individuals time.

Brian Bishop
Goldstag Consultants Ltd
+44(0)7973 746832



From: patrick zandi remedy...@gmail.com 

Date: Fri, 13 Nov 2009 17:26:51 -0500

To: arslist@ARSLIST.ORG

Subject: Re: RKM 7.5

 

** 

I have specifically installed this.. but was informed (because I was 
going too) following the readme, and installation instructions Very 
Carefully... 

and it will work perfectly.

IF you have the older version previous 7.1, you have alot of deleting 
users, groups, forms, AL, workflow.



 

On Fri, Nov 13, 2009 at 4:57 AM, brian.bis...@goldstag.demon.co.uk 
wrote:

Hi all,

Has anybody successfully installed RKM 7.5? I am trying to on a MS 2003 
web server running IIS 6 and failing. Issues I have had so far are:-

1. Install of integration with ITSM failed when it attempted to load 
the RKM def file and supposedly got an error from it.

2. Tomcat fails on startup seemingly trying to connect to a database 
using a login of RKMAdmin.

I resolved 1. By importing all the def files manually with no problems. 
BMC have confirmed that having done this my install should be ok.

2 is not resolved. Why is it trying to connect to a database when at no 
time during the install did it ask for any details about a database?

Any observations\suggestions would be appreciated.

Many thanks
Brian
Brian Bishop
Goldstag Consultants Ltd
+44(0)7973 746832


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Re: Test post please ignore

[Chowdhury, Tauf]

Too... much... to think.. about... Must go back.. to... Vegas!

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Monday, November 16, 2009 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test post please ignore

 

** 

Tommy,

The only thing that could be privileged, confidential or otherwise
protected in that mail would be the ignorancewhich we are making non
confidential by way of replying, thus nullifying the confidentiality.

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Monday, November 16, 2009 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test post please ignore

** 

I'm confused now... according to the disclaimer at the bottom of the
original post, I should notify the sender if I am not the intended
recipient. Since Bill asked that the email be ignored does that mean
that I am not the intended recipient and therefore I should notify him
and purge the email. But if he wants me to ignore the email then do I
disregard the disclaimer and pretend to have never seen the original
email? If I do disregard the Confidentiality Notice, can I still be
called before Congress to testify in the event that I should not have
truly ignored the message? I am so torn...

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roberts, Chas
Sent: Monday, November 16, 2009 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test post please ignore

 

** 

=|

 

I ignored the original, but I can't help noticing all the replies...

 

I do skim past the references to the original in the replies, in
deference to the original poster's request...

 

 

Chas

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tomasiewicz, Mike (Information
Technology)
Sent: Monday, November 16, 2009 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test post please ignore

 

** 

Just verifying that we are indeed ignoring your test post.

 

.:Mike:.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Monday, November 16, 2009 2:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test post please ignore

 

** 

Ahh.  I really wanted to ignore it. ;{).

 

Dave

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Susan Palmer
Sent: Monday, November 16, 2009 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test post please ignore

** 

I think we need to verify for Bill the post did indeed work . :)

 

Susan

On Mon, Nov 16, 2009 at 1:53 PM, Shellman, David
dave.shell...@tycoelectronics.com wrote:

If we ignore will you be able to know if they are working?

Dave


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Clary, William M.
Sent: Monday, November 16, 2009 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Test post please ignore

I am testing my posts are working, please ignore.


Bill Clary

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not the intended recipient of this 

test

[Chowdhury, Tauf]

Hmmm is arslist up? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

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Re: AR System Email Messages Form

[Chowdhury, Tauf]

What I've seen as the usual suspect is the Email Error Logs form .
Depending on what level of logging you have turned on for E-mail
messages, that 1 e-mail entry may have 20 entries associated within the
error log form. (I may be exaggerating)

 

Tauf Chowdhury 

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 Frank Caruso
Sent: Thursday, October 22, 2009 1:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Email Messages Form

 

** 

Its probably not the search of that form but the refresh of several
table fields that are on that form.

On Wed, Oct 21, 2009 at 11:10 PM, John Kelley
john.kel...@dunkinbrands.com wrote:


Hi List 
Has anyone had issues loading the AR System Email Messages in search
mode? 
It takes way to long to load. 

I deleted all but one entry in the messages form and if I refresh my
search results, it takes over a minute to load the one entry.   
It is so slow. 

Any Suggestions? 

ARS 7.1 patch 6 
Oracle 10G 

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Re: AR System Email Messages Form

[Chowdhury, Tauf]

Yes... but make sure you don't need the logs. Is this a production system? If 
you are not sure, you may want to export them first to .arx. 



-Original Message-
From: Action Request System discussion list(ARSList) on behalf of John Kelley
Sent: Thu 10/22/2009 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Email Messages Form
 
I do have over 95,000 items in the email error logs form. 
Are you saying to delete those out and retry opening the email messages 
form.

JK





Chowdhury, Tauf tauf.chowdh...@frx.com 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
10/22/2009 06:18 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: AR System Email Messages Form






** 
What I?ve seen as the usual suspect is the Email Error Logs form . 
Depending on what level of logging you have turned on for E-mail messages, 
that 1 e-mail entry may have 20 entries associated within the error log 
form. (I may be exaggerating)
 
Tauf Chowdhury 
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 Frank Caruso
Sent: Thursday, October 22, 2009 1:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Email Messages Form
 
** 
Its probably not the search of that form but the refresh of several table 
fields that are on that form.
On Wed, Oct 21, 2009 at 11:10 PM, John Kelley 
john.kel...@dunkinbrands.com wrote:

Hi List 
Has anyone had issues loading the AR System Email Messages in search mode? 

It takes way to long to load. 

I deleted all but one entry in the messages form and if I refresh my 
search results, it takes over a minute to load the one entry.   
It is so slow. 

Any Suggestions? 

ARS 7.1 patch 6 
Oracle 10G 

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Re: ITSM Problem Management Workflow

[Chowdhury, Tauf]

We've been using option 2 with the allowance that the Senior/Manager in Service 
Desk can pick the Assignee/Assignee Group if they know which group should be 
working on it or if that group is already working on the issue. 

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Wednesday, October 21, 2009 6:43 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Problem Management Workflow

ITSM 7.0 p5
ARS 7.1
SQL Server 2005
Windows 2003

Have a question pertaining to how a Problem record should be processed
when created due to a reoccurring, high impacting incident.

Scenario:
An incident has been reoccurring. Help desk folks along with some tier
2 folks are unable to solve the issue. The incident now needs to be
escalated to the Problem Management team for a root cause discovery.

Steps in Remedy:
The Incident Manager creates a Problem ticket from the Incident
record. This is done from the incident relationship tab.


Question?
1. Should the incident manager be assigning the ticket to a specific
Problem Manager and also selecting the Problem Assign group and user?

OR

2. Should the Incident manager create the Problem ticket with as much
detail as is available and let the system assign the ticket to a
Problem management group. A problem manager will then analyze the
issue and assign it to the appropriate Problem Assignee for further
investigation?

I think that option 2 makes the most sense but am getting some
different opinions.

Thoughts?

Frank Caruso

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Re: SYS:Notification Messages - Strange Behavior

[Chowdhury, Tauf]

You may have to modify the filters on the NTE control forms. There is a
filter guide that goes through and does a translation of multiple fields
and if the one you want is not in there, it will not translate properly
on the SYS:Notification Messages form. I don't have the time or I would
have looked it up but I'm pretty sure there are previous posts regarding
this. 

 

Tauf Chowdhury 

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 Brittain, Mark
Sent: Friday, October 16, 2009 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

 

** 

Also look at the permissions for the field. Is there a field with a
field ID 112? Could be related to that.

 

Mark

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Friday, October 16, 2009 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

 

Are you certain it has a value?  There are several company fields on the
helpdesk form--perhaps this isn't the one you really wanted.

 

Anne Ramey

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 15, 2009 3:41 PM
To: arslist@ARSLIST.ORG
Subject: SYS:Notification Messages - Strange Behavior

 

** Hello Listers,
ARS 7.1 Patch 002
Windows 

I was trying what I thought would be a very simple task, but am
perplexed.
I had a request to include Site and Company in the Task Notification
messages, so I went to the SYS;Notification Messages form and modified
the three related task related notifications as below:

You have been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Location Company: #Location Company#
Site: #Site#

The Site works fine, but the Location Company won't come across via
email. Only the Site does.
Has anyone else seen this? Is there anything else I need to configure
other than the SYS:Notifications form? 


Thanks,

Jase Brandon
Remedy Developer
Quality Technology Services
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Re: SRM

[Chowdhury, Tauf]

I believe SAM is Asset Management

 

Tauf Chowdhury 

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 Kathy Morris
Sent: Friday, October 16, 2009 10:28 AM
To: arslist@ARSLIST.ORG
Subject: SRM

 

** 

Does SRM work with ITSM 6?

 

What is SAM?

 

 

 

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Re: SYS:Notification Messages - Strange Behavior

[Chowdhury, Tauf]

Jase,

You may have to add the translation in this filter...

 

NTE:SHR:TranslateNotificationMessageTAS_130

 

 

Tauf Chowdhury 

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 Jase Brandon
Sent: Friday, October 16, 2009 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

 

** Hello All,
I am sure the 'Location Company' field is the one I want. 
It's actually 'Location Company' from TMS:Task.

I added the field 'Location Name' to the two forms below to pass the
value from TMS:Task to them.

NTE:Sys-Group NT Control
NTE:Sys-Individual NT Control
NTE:Process Control

I have modified the following filters to pass 'Location Name' to
NTE:Notifier - 

TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl`!
TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl_OnSub
mit
NTE:NPC:CreateNTRecord_180_PNTI

I also added 'Location Name' to via the Remedy Client on the form
SYS:Form Field Selection for Notification Message Selection on Task
Assignment and Task Status Changed for Task Managment.

I can see the workflow pushing the fields correctly, but I still end up
with the below in the email message.

Task: TAS00010885
The Status has been changed to Work In Progress
Priority: Low
Summary: test it now
Location Company: #Location Company#
Site: SUW1

Does anyone have any ideas? I am perplexed.

Thanks,

Jase





On Fri, Oct 16, 2009 at 1:07 PM, Brittain, Mark mbritt...@navisite.com
wrote:

** 

Also look at the permissions for the field. Is there a field with a
field ID 112? Could be related to that.

 

Mark

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Friday, October 16, 2009 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

 

Are you certain it has a value?  There are several company fields on the
helpdesk form--perhaps this isn't the one you really wanted.

 

Anne Ramey

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 15, 2009 3:41 PM
To: arslist@ARSLIST.ORG
Subject: SYS:Notification Messages - Strange Behavior

 

** Hello Listers,
ARS 7.1 Patch 002
Windows 

I was trying what I thought would be a very simple task, but am
perplexed.
I had a request to include Site and Company in the Task Notification
messages, so I went to the SYS;Notification Messages form and modified
the three related task related notifications as below:

You have been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Location Company: #Location Company#
Site: #Site#

The Site works fine, but the Location Company won't come across via
email. Only the Site does.
Has anyone else seen this? Is there anything else I need to configure
other than the SYS:Notifications form? 


Thanks,

Jase Brandon
Remedy Developer
Quality Technology Services
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Re: Support Groups in one ITSM Module

[Chowdhury, Tauf]

Christie,

We're experiencing a similar issue and off the top of my head, I've been
thinking about modifying the search menus that are used in those modules
to exclude the support group that I don't want or vice versa. I haven't
tested it yet though and it would be interesting to see what others have
done. 

 

Tauf Chowdhury 

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 Pargeter, Christie :CO IS
Sent: Friday, October 09, 2009 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Support Groups in one ITSM Module

 

** 

Hi All - We have some support teams that share their incident queues but
not their change queues.  Is it possible to have a support team only in
Change  Problem but not in Incident?

 

We have setup our assignment mappings to the correct shared queue but
people are manually assigning to the non-shared queues (the shared
queues are on call queues too that will send a page to someone when a
ticket is assigned there).

 

We also have one team that wants to assign all their incidents to a
location based queue but all their Problems  Changes to a single queue.

 

ARS 7.1 p 6

ITSM 7.0.3 p 9

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

 

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Re: Asset Management Software Licensing Issue

[Chowdhury, Tauf]

Shawn,

From an amateur at this (since we are like 2 steps behind you in
implementing asset management), you may be able to modify the PDE to
look for a specific .exe in 2007 but categorize it as 2010. That way, if
you relate that specific PDE to the 2010 contract, the 2007 installs
will be categorized as 2010. Make sense or did I confuse it more? 

 

Tauf Chowdhury 

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 Pierson, Shawn
Sent: Thursday, October 08, 2009 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Asset Management Software Licensing Issue

 

** 

Good afternoon,

 

This may be more of a business process question than an application
question, but I wanted to see if anyone out there has a solution.

 

The scenario that causes the problem is that we have transition periods
for software between version updates.  The basic flow of this is:

1.  We have Visio 2007 as a standard and track our licenses for
2007.
2.  Visio 2010 becomes available, and we begin purchasing licenses
for 2010, but because we are in a transition period, we install Visio
2007.
3.  Once the transition period is complete, we upgrade all users
from 2007 to 2010.

 

This approach has a few problems, though.  The first is that it makes it
difficult to track owned licenses versus installations.  Basically, the
situation like this is what would cause the problem:

1.  User A requests Visio, and he purchases and gets Visio 2007
installed.
2.  Later on, User B requests Visio, and because Microsoft has made
2010 available, User B purchases Visio 2010.
3.  I.T. is not yet ready to upgrade the enterprise to 2010, so they
install Visio 2007 on User B's machine.
4.  In Asset Management, we track our Visio 2007 licenses in one
Software Contract, and our 2010 licenses in another.  The 2010 users
have downgrade rights to 2007, but the 2007 users do not have upgrade
rights to 2010.
5.  When we perform a discovery, we see that both User A and User B
have Visio 2007 installed, and in our reconciliation, we appear to be
out of compliance on Visio 2007 by one license, and we appear to have a
free Visio 2010 license.

 

The other problem with this is that we won't be able to quantify what we
really have available when we do queries against the Software Contracts.
Based on the scenario above, when a new user goes to request Visio 2010,
the system will think we have a license available, when in reality it is
used for User B's 2007 installation.

 

So if anyone has any suggestions on how to deal with this, we would
greatly appreciate it.  We are on ITSM 7.0 so any answers of how to
track these related licenses better in 7.5 will be appreciated, but not
as much as things that work on 7.0.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

 

 

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Re: Email Template Question

[Chowdhury, Tauf]

Mark,

Not sure if this would work but did you try moving that field to a
section in between 2 fields. Maybe the system would take that into
consideration. Not sure though...

 

Tauf Chowdhury 

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 Brittain, Mark
Sent: Thursday, October 08, 2009 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Email Template Question

 

** 

HI All

 

I have an email template that is used for submitting a new record. It
works fine with on exception. 

 

Symptom Description !536870930!: This is a test of submitting a ticket
via email from the customer's Remedy

Server to the Navisite Remedy Server.

 

Please take action ASAP

 

What ends up in the record is:

This is a test of submitting a ticket via email from the customer's
Remedy

 

The book talks about using [] but the examples are [$$Symptom
Description$$] but that would be outgoing. If I use this on the outgoing
template I get this: [$$Short Description$$]

 

I know that I have missed something really basic here but it is giving
me a headache. Any help greatly appreciated.

 

Mark

 


Mark Brittain 
Remedy Developer 
NaviSite 
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 Today. 

 

 

    

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Re: Bulk Permission Change....

[Chowdhury, Tauf]

You can try playing around in CTM:People Permission Groups. I was able
to change a bulk load of people. Haven't noticed any weird or unintended
issues. Try to log workflow when modifying form the CTM:People with the
workflow when you do it manually in the form. 

 

Tauf Chowdhury 

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 copits.rich...@bwc.state.oh.us
Sent: Thursday, October 08, 2009 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Bulk Permission Change

 

** 

Is there any tool available for multiple/batch permissions changes? We
have a possible need to

reallocate incident master permissions to a group of people and were
hoping we could automate

it thanks.


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Re: Mid-tier and Scanners

[Chowdhury, Tauf]

What kind of interaction are you looking for? Are you looking to just
submit requests or do you want to encompass all functions such as Query,
Submit, Modify, Delete? 

 

Tauf Chowdhury 

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 Bill Myers
Sent: Thursday, October 08, 2009 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier and Scanners

 

** 

Is it possible to have a scanner interact directly with a Remedy 7.1
mid-tier application.  The scanner we are using is a Symbol running IE
on WinCE 5.01.  We have the mid-tier application on the scanner display,
but, can't get any workflow to fire.  So far, we've not discovered a
scanner configuration or workflow setting that will work.

 

I've searched the archives and have seen where this subject is brought
up, but, no answer is provided.  At least that I could find.  BMC
support has been unable to provide any information.  Hopefully, the
answer doesn't involve more software.

 

ARS 7.1 patch 2 on Windows 2003 server

Oracle 10g on Linux

Mid-tier 7.1 - Apache/Tomcat on Windows 2003 server

 

Thanks!

 

Bill Myers

Remedy Developer

Datacraft Solutions, Inc.

bmy...@datacraftsolutions.net

(p) 919-667-9804

(f) 919-682-5986

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Re: BMC Discovery

[Chowdhury, Tauf]

OK. So after you are logged into the Discovery application, how are you
setting up the discovery task for UNIX/LINUX?

Under Discovery method, are you using telnet or SSH? Are you providing
credentials at some point? 

 

It sounds like you are doing both a SNMP discovery and something else.
The SNMP discovery would give you the hostname by doing a lookup on the
IP. 

 

Tauf Chowdhury 

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 Kathy Morris
Sent: Tuesday, October 06, 2009 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery

 

** 

I access discovery via Remote Desktop and we access Discovery via SSH.
I just log into a gui.bat, give my credentials.  

 

Correction - we discover the Linux/Unix server but Discovery does not
display the Chassis serial # and the Bios Serial #, the model,
manufacturer.  The serial #  we receive is scrambled.

 

 

 

We receive the Name, Class Name,  Host Name,  via the Discovery tool.

 

In a message dated 10/6/2009 9:57:49 A.M. Eastern Daylight Time,
david.da...@navy.mil writes:

Please keep in mind if you use Telnet your UNIX credentials are
being sent unencrypted (in the clear and readable). 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Monday, October 05, 2009 17:46
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery

What version are you on? 

You should be able to see it when you set up a Discovery Task. 

So back to my original question. does your UNIX team block
telnet connections and only allow SSH? 



Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 5:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery



** 

Yes



In a message dated 10/5/2009 5:12:40 P.M. Eastern Daylight Time,
tauf.chowdh...@frx.com writes:

** 

When you say BMC Discovery. are you talking about BMC
Foundation/Topology Discovery? 



Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery



** 

Are you supposed to be able to discover UNIX and Linux with
BMC Discovery? 



In a message dated 10/5/2009 5:08:50 P.M. Eastern Daylight
Time, tauf.chowdh...@frx.com writes:

** 

How are you running the UNIX discovery? Are you using
telnet or SSH? If you are using telnet and your UNIX admins have
disabled that and only allow SSL connections, then you will not be able
to discover those hosts. 



Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 4:49 PM
To: arslist@ARSLIST.ORG
Subject: BMC Discovery



** 

We are on using BMC Discovery - and we are unable to
discover Linux, UNIX server info - such as ip address, host name,  etc.
Is anyone else able to discover Linux and UNIX servers using BMC
Discovery Tool?





Do we have our environment configured incorrectly?





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Re: Mid tier crashing suddenly with Could not invoke the service() method on servlet ApplicationServlet. Exception thrown : java.lang.OutOfMemoryError

[Chowdhury, Tauf]

There's also some posts about memory optimization settings for the mid
tier java app. You can do a search on the google group for it. 

 

Tauf Chowdhury 

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 LJ Longwing
Sent: Monday, October 05, 2009 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid tier crashing suddenly with Could not invoke the
service() method on servlet ApplicationServlet. Exception thrown :
java.lang.OutOfMemoryError

 

** 

Pascale,

You need to increase your jvm size to accommodate your usage, please let
us know if you don't know how to accomplish that.

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Friday, October 02, 2009 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Mid tier crashing suddenly with Could not invoke the service()
method on servlet ApplicationServlet. Exception thrown :
java.lang.OutOfMemoryError

** 
Hi all,

We are having an issue on one of our midtier environement in production.
The midtier runs on a websphere and we are now seeing websphere server
hanging more and more with this error in the logs.

10/2/09 12:30:02:870 PDT] 22ef ServletWrappe E   SRVE0068E: Could
not invoke the service() method on servlet ApplicationServlet. Exception
thrown : java.lang.OutOfMemoryError

Of course, the Remedy mid tier is blamed for this one.  I can't find any
information on what this means besides the obvious lack of
memory/resources allocated to Remedy.
Any clues?


ARS 7.01 patch 003 
WebSphere Platform 6.0 [ND 6.0.2.25 cf250801.02]


Thank you,

Pascale Boyer
Remedy Developer
Daimler Trucks North America
MP9 
Portland, OR
503-745-6569
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Re: BMC Discovery

[Chowdhury, Tauf]

How are you running the UNIX discovery? Are you using telnet or SSH? If
you are using telnet and your UNIX admins have disabled that and only
allow SSL connections, then you will not be able to discover those
hosts. 

 

Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 4:49 PM
To: arslist@ARSLIST.ORG
Subject: BMC Discovery

 

** 

We are on using BMC Discovery - and we are unable to discover Linux,
UNIX server info - such as ip address, host name,  etc.   Is anyone else
able to discover Linux and UNIX servers using BMC Discovery Tool?

 

 

Do we have our environment configured incorrectly?

 

 

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Re: BMC Discovery

[Chowdhury, Tauf]

When you say BMC Discovery... are you talking about BMC
Foundation/Topology Discovery? 

 

Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery

 

** 

Are you supposed to be able to discover UNIX and Linux with BMC
Discovery? 

 

In a message dated 10/5/2009 5:08:50 P.M. Eastern Daylight Time,
tauf.chowdh...@frx.com writes:

** 

How are you running the UNIX discovery? Are you using telnet or
SSH? If you are using telnet and your UNIX admins have disabled that and
only allow SSL connections, then you will not be able to discover those
hosts. 

 

Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 4:49 PM
To: arslist@ARSLIST.ORG
Subject: BMC Discovery

 

** 

We are on using BMC Discovery - and we are unable to discover
Linux, UNIX server info - such as ip address, host name,  etc.   Is
anyone else able to discover Linux and UNIX servers using BMC Discovery
Tool?

 

 

Do we have our environment configured incorrectly?

 

 

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Re: BMC Discovery

[Chowdhury, Tauf]

What version are you on? 

You should be able to see it when you set up a Discovery Task. 

So back to my original question… does your UNIX team block telnet connections 
and only allow SSH? 

 

Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 5:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery

 

** 

Yes

 

In a message dated 10/5/2009 5:12:40 P.M. Eastern Daylight Time, 
tauf.chowdh...@frx.com writes:

** 

When you say BMC Discovery… are you talking about BMC 
Foundation/Topology Discovery? 

 

Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery

 

** 

Are you supposed to be able to discover UNIX and Linux with BMC 
Discovery? 

 

In a message dated 10/5/2009 5:08:50 P.M. Eastern Daylight Time, 
tauf.chowdh...@frx.com writes:

** 

How are you running the UNIX discovery? Are you using telnet or 
SSH? If you are using telnet and your UNIX admins have disabled that and only 
allow SSL connections, then you will not be able to discover those hosts. 

 

Tauf Chowdhury 

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 Kathy Morris
Sent: Monday, October 05, 2009 4:49 PM
To: arslist@ARSLIST.ORG
Subject: BMC Discovery

 

** 

We are on using BMC Discovery - and we are unable to discover 
Linux, UNIX server info - such as ip address, host name,  etc.   Is anyone else 
able to discover Linux and UNIX servers using BMC Discovery Tool?

 

 

Do we have our environment configured incorrectly?

 

 

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Re: test

[Chowdhury, Tauf]

The force is nonexistent within you... 

 

Tauf Chowdhury 

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 Darrell Reading
Sent: Tuesday, September 22, 2009 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: test

 

** 

Help me Ob1 Kenobi...

 

Darrell Reading Systems Engineer 
Phone 479.204.5739 
dere...@wal-mart.com 

Wal-Mart Stores, Inc. 
805 Moberly Lane, MS-0560-68 
Bentonville, AR 72716 
Save Money. Live Better 

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ob1 Kenobi
Sent: Tuesday, September 22, 2009 12:37
To: arslist@ARSLIST.ORG
Subject: test

** 
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CMDB 2.1 / Config Discovery integration - Pull_keys

[Chowdhury, Tauf]

Hi,

Anyone know what the point of having the pull_keys data exchanges are?
In the CDI integration, there is the pull_ars_inv_machine data exchange.
However, there is a corresponding pull_keys_ars_inv_machine. They have
different settings and I am not sure if I even need to have the
pull_keys enabled. Can anyone advise? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

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Friday Humor: BMC Remedy Spelling Fail

[Chowdhury, Tauf]

FYI... AR7.1 and ITSM 7.0.3...

 

 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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Re: Friday Humor: BMC Remedy Spelling Fail

[Chowdhury, Tauf]

Hence the need for spell check throughout the entire application!

 

Tauf Chowdhury 

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 Julie L Kanakanui JLKANAKA
Sent: Friday, September 18, 2009 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor: BMC Remedy Spelling Fail

 


I've certainly got bitten by that one (Detailed Decription), more than
once, when I tried to reference it  with the correct spelling (each time
I eventually remembered... oh yeah, I have to misspell it...)  Aiigh!!






Pargeter, Christie :CO IS cparg...@lhs.org 
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG 

09/18/2009 10:44 AM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc


Subject

Re: Friday Humor: BMC Remedy Spelling Fail

 






** 
Here is one bug I submitted to BMC.  This is the Notes field on Incident
 Problem. 
  
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, September 18, 2009 6:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor: BMC Remedy Spelling Fail

** 
That's more funny than the whole, It's called INCIDENT Management, not
Help Desk! thing that was beaten into our heads until we discovered
that the form was still called HPD:HelpDesk in the Admin tool. 
  
Thanks, 
  
Shawn Pierson 
Remedy Developer | Southern Union 
  
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Friday, September 18, 2009 8:51 AM
To: arslist@ARSLIST.ORG
Subject: Friday Humor: BMC Remedy Spelling Fail 
  
** 
FYI... AR7.1 and ITSM 7.0.3... 
  

  
Tauf Chowdhury | Forest Laboratories, Inc. 
Analyst, Service Management 
Informatics-Infrastructure 
Office: 631.858.7765 
Mobile:646.483.2779 
  
  

 




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Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

[Chowdhury, Tauf]

Since we’re on the topic of creepy crawly things… check this monstrosity out….

http://www.youtube.com/watch?v=RoXfYvoUsxg

 

 

Tauf Chowdhury 

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 Joe DeSouza
Sent: Friday, September 18, 2009 5:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

 

** 

While I was looking for information about camel spiders, I stumbled on this 
very very odd video on youtube. Its about a snake befriending its lunch at a 
zoo. I wish I could understand what the zoo keeper was saying about it.. A 
hamster and a snake, living together in the same cage.. how about that..

 

http://www.youtube.com/watch?v=-IG4kceZBWA

 

Joe

 

From: Danny Kellett danny.kell...@strategicworkflow.com
To: arslist@ARSLIST.ORG
Sent: Thursday, September 17, 2009 4:41:52 AM
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

** 

I have to say, I am happy to get the spiders out of the house for the wife but 
I know I would be a chicken if I woke to one of those in my face!

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: 16 September 2009 22:43
To: arslist@ARSLIST.ORG
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

 

** 

Yeah… Camel Spiders are pretty much the equivalent of the hatchling from the 
Alien movies in real life… 

 

Tauf Chowdhury 

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 Meyer, Jennifer L
Sent: Wednesday, September 16, 2009 5:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

 

** 

http://www.nbc.com/Fear_Factor/gross/607_camel_spider.shtml

 

Jennifer 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Wednesday, September 16, 2009 5:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

 

** 

Now I need to ask, does any one eat them?

 

hbr

On Wed, Sep 16, 2009 at 4:33 PM, Meyer, Jennifer L jennifer.me...@its.nc.gov 
wrote:

** 

www.camelspider.net http://www.camelspider.net/ 

 

1.  Camel spiders can move at speeds over 30 MPH, screaming while they run.
2. Camel spiders can be as large as a Frisbee. 
3. Camel spiders venom is an anesthetic that numbs their prey. 
4. Camel spiders can jump three feet high.
5. Camel spiders get their name because they eat the stomachs of camels.
6. They eat or gnaw on people while they sleep. Due to the numbing 
effect of their venom, the victim is unaware until they awake. 

 

I HAD to look.

 

Jennifer 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Warren Baltimore
Sent: Wednesday, September 16, 2009 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

 

** 

I don't even want to know what a camel spider is

 

I hate spiders.

On Wed, Sep 16, 2009 at 4:03 PM, Darrell Reading 
darrell.reading...@wal-mart.com wrote:

** 

Why wouldn't it be for everyone?  There are some nice offices over there, food 
is great, and one gets to ride in a Blackhawk every now and then, I am sure.  
Don't jack with the Camel Spiders though.

 

Darrell Reading Systems Engineer 
Phone 479.204.5739 
dere...@wal-mart.com 

Wal-Mart Stores, Inc. 
805 Moberly Lane, MS-0560-68 
Bentonville, AR 72716 
Save Money. Live Better 

 

 



 



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.

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Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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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

CMDB 2.1 - Pretty basic question

[Chowdhury, Tauf]

Hi all,

I'm getting conflicting statements so I wanted to put it out there to
you all. 

 

Environment in question: BMC Config Discovery (Marimba) , CMDB 2.1,
AR7.1, iTSM 7.0.3

Scenario:

1.   BMC CD discovers 20 machines that have Product X installed.

2.   AIE job runs to pull in the machine and software data.

 

Question: 

Should Product X be only 1 CI that has a relationship to the 20
machines? Or... should there be 20 instances of Product X, each with a
relationship to it's respective machine? 

 

Has anyone had experience with this and how it relates to the license
management functionality within Asset Management?  If so, feel free to
reply or contact me offline. It would be much appreciated. Thanks!

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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Re: CMDB 2.1 - Pretty basic question

[Chowdhury, Tauf]

Victor, 
Thanks. I think the certificates functionality is a feature in 7.5. 

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Victor
Sent: Thursday, September 17, 2009 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB 2.1 - Pretty basic question

On Thursday 17 September 2009 15:45:37 Chowdhury, Tauf wrote:
 Hi all,

 I'm getting conflicting statements so I wanted to put it out there to
 you all.



 Environment in question: BMC Config Discovery (Marimba) , CMDB 2.1,
 AR7.1, iTSM 7.0.3

 Scenario:

 1.   BMC CD discovers 20 machines that have Product X installed.

 2.   AIE job runs to pull in the machine and software data.



 Question:

 Should Product X be only 1 CI that has a relationship to the 20
 machines? Or... should there be 20 instances of Product X, each with a
 relationship to it's respective machine?



 Has anyone had experience with this and how it relates to the license
 management functionality within Asset Management?  If so, feel free to
 reply or contact me offline. It would be much appreciated. Thanks!



 Tauf Chowdhury | Forest Laboratories, Inc.

 Analyst, Service Management

 Informatics-Infrastructure

 Office: 631.858.7765

 Mobile:646.483.2779





 **
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 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
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If you want to use the SAM module and the license engine functionalities, then 
you should have 20 instances of product x as certificates that are related to 
the respective machines and respective software contracts

See the AM user's guide for details

Victor

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Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

[Chowdhury, Tauf]

Yeah... Camel Spiders are pretty much the equivalent of the hatchling
from the Alien movies in real life... 

 

Tauf Chowdhury 

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 Meyer, Jennifer L
Sent: Wednesday, September 16, 2009 5:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

 

** 

http://www.nbc.com/Fear_Factor/gross/607_camel_spider.shtml

 

Jennifer 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Wednesday, September 16, 2009 5:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

 

** 

Now I need to ask, does any one eat them?

 

hbr

On Wed, Sep 16, 2009 at 4:33 PM, Meyer, Jennifer L
jennifer.me...@its.nc.gov wrote:

** 

www.camelspider.net http://www.camelspider.net/ 

 

1.  Camel spiders can move at speeds over 30 MPH, screaming while
they run.
2. Camel spiders can be as large as a Frisbee. 
3. Camel spiders venom is an anesthetic that numbs their prey. 
4. Camel spiders can jump three feet high.
5. Camel spiders get their name because they eat the stomachs of
camels.
6. They eat or gnaw on people while they sleep. Due to the
numbing effect of their venom, the victim is unaware until they awake. 

 

I HAD to look.

 

Jennifer 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Warren Baltimore
Sent: Wednesday, September 16, 2009 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: INCREASED COMPENSATION-Remedy Engineer/Admin for IRAQ

 

** 

I don't even want to know what a camel spider is

 

I hate spiders.

On Wed, Sep 16, 2009 at 4:03 PM, Darrell Reading
darrell.reading...@wal-mart.com wrote:

** 

Why wouldn't it be for everyone?  There are some nice offices over
there, food is great, and one gets to ride in a Blackhawk every now and
then, I am sure.  Don't jack with the Camel Spiders though.

 

Darrell Reading Systems Engineer 
Phone 479.204.5739 
dere...@wal-mart.com 

Wal-Mart Stores, Inc. 
805 Moberly Lane, MS-0560-68 
Bentonville, AR 72716 
Save Money. Live Better 

 

 



 



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.

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Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
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Re: Deleting Demo account (UNCLASSIFIED)

[Chowdhury, Tauf]

Yeah in my environment, I have an admin account for myself and also a user 
account like any other support person. I figured that for day to day, I can use 
the support account so if any issues come up, I might see them before an end 
user does. 

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Friday, September 11, 2009 4:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Deleting Demo account (UNCLASSIFIED)

Near as I can tell, there's nothing special about the Demo account, and I agree 
that it should probably be deleted so long as you have other administrative 
accounts.  I've heard of 3rd party installers assuming the account exists and 
that the password is blank, but that someone would package something with that 
type of dependency just sounds stupid to me.  Worst case, if you did come 
across a scenario like that (and you shouldn't with BMC's installers), you can 
simply temporarily recreate the account and remove it again when done.

My philosophy is that regular administrative users should log in as themselves 
and have Administrator permissions.  On top of that, I think there should also 
be at least one system account analogous to the Demo account (but not Demo), 
just in case your regular users have issues (like if you're authenticating with 
LDAP and LDAP is having issues).

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Nguyen, AnhThien Mr CTR NG NGB ARNG
Sent: Friday, September 11, 2009 2:18 PM
To: arslist@ARSLIST.ORG
Subject: Deleting Demo account (UNCLASSIFIED)

Classification: UNCLASSIFIED
Caveats: FOUO

Hello list,

I hope this is a simple question, but somehow, it's giving me a heartache. I
was asked since we don't use the Demo account for anything, could we delete
the Demo account? My first response was just to leave it, however, security
came in place and told that I will probably need to delete it. Default
username generated by any system shouldn't be used at all. So, my question
is: what impact would I have once I've deleted the Demo account? I have done
this on my test server and it seems to be ok so far. Just thought I ask the
list.

Btw, I have several other accounts which I've created that have administrator
permissions.

Thanks in advance,
Thien 
Classification: UNCLASSIFIED
Caveats: FOUO

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Re: REMEDY SERVER DOWN... and not able to restart

[Chowdhury, Tauf]

Did you make sure you can establish a connection with the Database? Sometimes 
backup jobs or space issues will hang up the DB.

 

Tauf Chowdhury 

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 Pavan Kumar
Sent: Wednesday, September 02, 2009 11:20 AM
To: arslist@ARSLIST.ORG
Subject: REMEDY SERVER DOWN... and not able to restart

 

** 

Hi List,

 

I would be really grateful if some once can help me with the below issue ASAPÆ

 

We had problem with remedy emails and other services, so we stopped the remedy 
and tired to restart the server but it is giving me the below errors.

 

Wed Sep  2 16:20:00 2009  Reconciliation : Name parameter (or name field in a 
parameter) is empty ()  ARERR - 102

Wed Sep  2 16:20:00 2009  Reconciliation : Cannot establish a network 
connection to the AR System server (p25n02e0 (0) : RPC: Program not registered) 
 ARERR - 90

 

Cheers,

Pavan Kumar

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Re: ITSM 7 Incident Templates

[Chowdhury, Tauf]

Also remember when modifying incident templates, go in through the APP
ADMIN CONSOLE  Custom Config. For some reason, opening the Incident
Template form directly does funky things... 

Make sure that you have all the support groups that should have access
to it in  the Authored for Groups table. Also, if you have opened the
form directly and modified records, make sure there are no duplicate
entries.

 

 

Tauf Chowdhury 

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 Shane Buchholz
Sent: Wednesday, September 02, 2009 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Incident Templates

 

** 

I set this option in the initial setup, but still have no visibility.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, September 02, 2009 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Incident Templates

 

** 

On the Authored For Groups tab the table at the bottom is the list of
support groups that can see the template.

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz
Sent: Wednesday, September 02, 2009 10:51 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Incident Templates

** 

I am running in to a problem that I am hoping someone might have a
solution for.  I am trying to create templates for Incident Management,
but none of them are visible after creation.  There are no issues during
the creation process itself, but I have tried with multiple users, and
nobody has visibility to use the templates.  I am supposed to be doing a
demo of the templates in three hours.  Any help would be appreciated.

 

AR 7.1

ITSM 7.03

SQL 2005

 

Thanks,

 

Shane Buchholz

Systems Analyst II - Remedy

Information Services - Operations

 

 

 



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DSL Install files for CMDB 2.1, Asset Management 7.0.3

[Chowdhury, Tauf]

Wow,

I have been through a week and a half of trying to find out how to
download DSL install files with BMC support. Can anyone on here tell me
how/where to download this with the new website format they have? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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Re: DSL Install files for CMDB 2.1, Asset Management 7.0.3

[Chowdhury, Tauf]

More of a rant really... I know what the problem is. It's that the CMDB
Enterprise Manager does not show up on my ENTITLED PRODUCTS LIST on the
EPD pages but it does show up on MY PRODUCTS list on my profile. I just
can't get the support people to understand that... RAWR!!!

 

Tauf Chowdhury 

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 Rick Cook
Sent: Friday, August 21, 2009 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL Install files for CMDB 2.1, Asset Management 7.0.3

 

** 

Try the patch page?

Rick



From: Chowdhury, Tauf 
Date: Fri, 21 Aug 2009 09:30:27 -0400
To: arslist@ARSLIST.ORG
Subject: DSL Install files for CMDB 2.1, Asset Management 7.0.3

Wow,

I have been through a week and a half of trying to find out how to
download DSL install files with BMC support. Can anyone on here tell me
how/where to download this with the new website format they have? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 



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Re: Users unable to log in (ARERR 90)

[Chowdhury, Tauf]

Sue,
Is your environment load balanced? Any info on the architecture would help. 1 
mid tier + 1 AR? 2+2? 
Also, on the affected machines, (assuming they are running windows) when you 
try the connection via the ethernet cable, can you first open up a command 
prompt? Right after hitting OK, type innetstatin the command prompt and 
look for any connections to your AR server that have a State like SYN-SENT 
This usually means that some firewall (either on your network or on the user's 
machine) is blocking something. 
May want to check Windows Firewall on these machines too if they are running 
it. 
Good luck...  

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Barber, Sue
Sent: Tuesday, August 04, 2009 3:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users unable to log in (ARERR 90)

Sorry I was so long in replying, I had to wait for the end user to make the 
change.  Either way, they can still connect from wireless, but not when 
directly connected to the network.  Any other thoughts?

Sue

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 
CS/SCOKT
Sent: Monday, August 03, 2009 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Users unable to log in (ARERR 90)

Can the users connect if you replace the server's servername with its
actual IP address? If yes, that would indicate a DNS problem and could
explain why the problem is intermittent. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Barber, Sue
Sent: Monday, August 03, 2009 7:49 AM
To: arslist@ARSLIST.ORG
Subject: Users unable to log in (ARERR 90)

** 

 Morning all,

 

We are having a strange problem with user connectivity.  We have several
users who can't log in to the desktop client - this is an intermittent
problem.  They get the ARERROR 90 - I replace the actual server name
with 'servername' below, but it does show the proper name in the
message.  Strange thing is that they can connect via midtier and if they
log in wireless or VPN.  Only when they are directly connected to the
network, and like I said, they get in sometimes.  I have a ticket opened
with Remedy, but we are still going through the send me this stage and
meanwhile, I have 5 HD people who can't connect!   Any help would be
greatly appreciated.

 

Server:  7.1.00 Patch 004 

O.S. Linux 2.6.9-89.0.3

DB:  Oracle 10.2.0.4.0

Client Tool:  7.1.00 Patch 4

 

Sue Barber

 

ARERR [90] Cannot establish a network connection to the AR System
server : servername (0) : RPC: Program not registered

 

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Re: Business Objects XI Premium R2 SP2 as a signle engine for both Analytics and Mid-Tier

[Chowdhury, Tauf]

Kelly,

I am a customer that you mentioned that has installed BOXI as part of the BMC 
Analytics install. With that scenario, if I upgraded the OEM version to 
Premium, could I then use that platform for MID-TIER reporting? 

 

Tauf Chowdhury 

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 Kelly Deaver
Sent: Friday, July 24, 2009 9:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects XI Premium R2 SP2 as a signle engine for both 
Analytics and Mid-Tier

 

** 

I checked with Engineering and yes my statements are true. There are several 
customers using the option. For those who already have Premium it allows BMC 
Analytics to just snap in. For those who start using BO by purchasing BMC 
Analytics, they can go to SAP for an upgrade and save significatly upgrading 
the OEM version of BOXI Professional to BOXI Premium. Once upgrade, they can 
use BOXI license to implement Analytics, Crystal and several other cool 
reporting options.

 

Tim, BMC believes the issue you are having is that BO gave you a Professional 
License, not a Premium license. They are going to contact you.

 

Kelly Deaver

kdea...@kellydeaver.com

(Yes, I work for BMC. This post reflects the opinions of the poster and not the 
official opinion of BMC)

 

 

 Original Message 
Subject: RE: Business Objects XI Premium R2 SP2 as a signle engine for
both Analytics and Mid-Tier
From: kdea...@kellydeaver.com
Date: Tue, July 21, 2009 2:41 pm
To: arslist@ARSLIST.ORG

Yes, using Premium is a supported option and does get you access to 
both Analytics and Crystal Web. If you are having problems with the install, 
contact support. It is supported - 
http://media.cms.bmc.com/documents/BMC_Analytics_2_5_01Compatibility-Matrix_v1.pdf
 and this was the plan for how our customers could leverage BOXI more 
effectively. We routinely have customers buy Analytics then upgrade from 
Professional to Premium so the can use Crystal Web.

 

Kelly Deaver

kdea...@kellydeaver.com

(Yes, I work for BMC. This post reflects the opinions of the poster and 
not the official opinion of BMC)

 

 

 Original Message 
Subject: Business Objects XI Premium R2 SP2 as a signle engine 
for both
Analytics and Mid-Tier
From: Timothy Powell timothy.pow...@pbs-consulting.com
Date: Tue, July 21, 2009 11:56 am
To: arslist@ARSLIST.ORG

** 

Adding to an older existing thread (with new subject) since 
some of the previous posts may be relevant:

 

We’re trying to reduce the BOXI installs in our environment in 
order to free up servers.

Ok, you can’t use the limited BOXI that comes with Analytics as 
your Mid-Tier reporting engine. Fine.

I’ve seen several posts about the Analytics BOXI not working 
with MT/Crystal, but found nothing regarding the full BOXI working for 
Analytics.

SO if you own the full BOXI Enterprise Premium R2 SP2 (which 
works with MT), can it work with Analytics? 

Anybody gotten that configuration to work?

We having issues with this in that when using the full BOXI 
Enterprise Premium R2 SP2 (11.5), the Analytics Universe will not install.

 

Environment Mid-Tier Server:

VMWare ESXi 3

OS – Windows 2003 32-bit

Database – SQL Server 2005

JDK – 1.6_014

Web server/JSP Engine – Tomcat 5.5.12

MT Version – 7.5

 

Environment Analytics Server:

VMWare ESXi 3

OS – Windows 2003 32-bit

Database – SQL Server 2005

JDK – 1.6_014

Application server – Tomcat 5.5.12

Analytics Version – 2.5.01

 

 

Tim Powell

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kelly Deaver
Sent: Monday, March 02, 2009 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects

 

** 

BOXI that comes with BMC Analytics is for use with BMC 
Analytics ONLY. You can't use it as your Crystal Report Server. The version 
that comes with BMC Analytics is Business Objects Professional. Professional 
limits use to ONE BO module. To use with mutliple modules (analytics and 
reporting) you have to purchase the upgrade to BO Premium from SAP.

 

 

Discussion Topic: ITSM 7.0.3 running on AR 7.5?

[Chowdhury, Tauf]

So I wanted to put this out there to see if anyone has done it or has
any comments. If an organization is running AR 7.1 with ITSM 7.0.3 and
wants to upgrade, would it be possible to upgrade AR to 7.5 and keep
7.0.3 on it? The reason being that the amount of time required to train
people on 7.5 will take a long time and it would be easier to transition
people instead of launching a new system. 

I guess I'm really just interested to know if anyone's attempted this. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

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Re: What's the difference between a Remedy Administrator and a Remedy Developer?

[Chowdhury, Tauf]

Don't forget Remedy Engineer!

 

Tauf Chowdhury 

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 Roger Justice
Sent: Wednesday, July 22, 2009 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's the difference between a Remedy Administrator and a
Remedy Developer?

 

** The most important point. What does the job pay.


-Original Message-
From: Benedetto Cantatore bcant...@emerginghealthit.com
To: arslist@ARSLIST.ORG
Sent: Wed, Jul 22, 2009 2:43 pm
Subject: Re: What's the difference between a Remedy Administrator and a
Remedy Developer?

** 

I think Shawn defined it best.  I have administrators that work for me,
well on their way to being developers, but I wouldn't classify them as a
developers... yet.  Myself, I develop, but I still add groups, users,
categories and all the other fun stuff that makes our jobs so much fun.
So a lot of crossover on job activities.

 

 

Ben Cantatore
Remedy Manager
(914) 457-6209

 

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


 shawn.pier...@sug.com 07/22/09 12:56 PM 

I would generally agree with what everyone else says, but I put it in
the following way:

If you are talking about a shop that builds custom applications, a
Remedy developer is someone that can do everything the Remedy
administrator role requires, plus development work and have a better
understanding of log files and other aspects of AR System that an
administrator may not know.

When it comes to ITSM, the previous idea is thrown out the window, as
there are multiple levels of administrators (e.g. application vs. ar
system administration) and development is generally much harder so you
can customize ITSM without breaking things.  As a result, being a
Remedy Developer should include subcategories for ARS Developer and
ITSM Developer.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, July 22, 2009 11:13 AM
To: arslist@ARSLIST.ORG
Subject: What's the difference between a Remedy Administrator and a
Remedy Developer?

I'm going to open up a HUGE can of worms today, just because I can.  I
keep seeing these hiring requests come in for Administrators OR
Developers but not both, and every time I do, I think What the Heck?

I've been doing software development and administration for better than
a decade now, and devoted more than eight years of that time to Remedy,
and I'm still not certain which skills fall into which bucket.

So just for giggles, I'll start a list, and the rest of you add onto it.

Jennifer Meyer


ADMINISTRATOR SKILLS
Server Administration
Database Administration
Install the AR System on the Server
Install the Applications on the Server
Troubleshoot the Installations and Re-Install (Inevitably)
Configure the Applications
Import Data to the Applications
System Performance and Tuning



DEVELOPER SKILLS
Requirements Analysis and Design of proposed workflow changes
Modify existing applications using the Remedy Administrator Tool
Create new forms and workflow using the Remedy Administrator Tool
Test, Test, and Test form and workflow changes
Documentation (IMHO underrated and underperformed)


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be unlawful. If you have 

ARS 7.1 , ITSM 7.0.3 p7, Help File Location issue

[Chowdhury, Tauf]

Hi all,

I have an issue where the help file URL location in SHARE APPLICATION
PROPERTIES is incorrect. For example, the location for Incident
Management is: http://midtier/arserver/BMCRemedy_IM
http://%3cmidtier%3e/%3carserver%3e/BMCRemedy_IM 

 

Is this correct? 

For me, going to this URL of course generates a 404 error... 

Any guidance would be helpful.

Thanks.

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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Re: Robert02 Kern is out of the office.

[Chowdhury, Tauf]

Maybe he went on vacation to the island from LOST... 

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Wednesday, July 08, 2009 8:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Robert02 Kern is out of the office.

Return to the office before you leave it? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of
robert.2.k...@continental-corporation.com
Sent: Tuesday, July 07, 2009 10:03 PM
To: arslist@ARSLIST.ORG
Subject: Robert02 Kern is out of the office.

I will be out of the office starting  08.07.2009 and will not return
until
06.08.2009.

I will work on your email after my return.

HP Service Manager Reporting and Training: Christoph Sommerlik
Migration Planing: Claus Witzgall
HP Service Manager (technical and organisation), Remedy (SIMS+ITSM),
Change
Management Operations: Martin Hammermann

Service Desk Topics: Janker August, Janette Galvan-Diaz, Anthony Vanta
Head: Walter Zettl


Have a great day,
Robert


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Re: Robert02 Kern is out of the office.

[Chowdhury, Tauf]

Joe,

What would we do without you?

 

Tauf Chowdhury 

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 Joe DeSouza
Sent: Wednesday, July 08, 2009 8:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Robert02 Kern is out of the office.

 

** 

Thats dates in the English format.. DD-MM-YY

 

Joe

 



From: copits.rich...@bwc.state.oh.us copits.rich...@bwc.state.oh.us
To: arslist@ARSLIST.ORG
Sent: Wednesday, July 8, 2009 8:23:08 AM
Subject: Re: Robert02 Kern is out of the office.

Return to the office before you leave it? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of
robert.2.k...@continental-corporation.com
Sent: Tuesday, July 07, 2009 10:03 PM
To: arslist@ARSLIST.ORG
Subject: Robert02 Kern is out of the office.

I will be out of the office starting  08.07.2009 and will not return
until
06.08.2009.

I will work on your email after my return.

HP Service Manager Reporting and Training: Christoph Sommerlik
Migration Planing: Claus Witzgall
HP Service Manager (technical and organisation), Remedy (SIMS+ITSM),
Change
Management Operations: Martin Hammermann

Service Desk Topics: Janker August, Janette Galvan-Diaz, Anthony Vanta
Head: Walter Zettl


Have a great day,
Robert

 

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Re: Robert02 Kern is out of the office.

[Chowdhury, Tauf]

Cmon Joe… typing the statement “3 miles” is not the same as actually 
run/walking them! lol

 

Tauf Chowdhury 

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 Joe DeSouza
Sent: Wednesday, July 08, 2009 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Robert02 Kern is out of the office.

 

** 

I'm barely waking up! Just did my 3 miles!

 

Joe

 



From: copits.rich...@bwc.state.oh.us copits.rich...@bwc.state.oh.us
To: arslist@ARSLIST.ORG
Sent: Wednesday, July 8, 2009 10:40:06 AM
Subject: Re: Robert02 Kern is out of the office.

** 

Canada is a continent? Did I miss something last night? I sleep soundly but if 
a tectonic event like that happened and

I didn’t wake up…..I just gotta  lay off those late night snacks….

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Wednesday, July 08, 2009 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Robert02 Kern is out of the office.

 

** 

True that.. I think US and Canada are perhaps the only two continents that use 
an American format? I know I used the DD-MM-YY format every other place I have 
been to at least so it took me a while to get used to the MM-DD-YY format..

 

Joe

 



From: Matt Worsdell m...@worsy.co.uk
To: arslist@ARSLIST.ORG
Sent: Wednesday, July 8, 2009 9:36:22 AM
Subject: Re: Robert02 Kern is out of the office.

** 

British, we all speak English J

 

In fact the dd/mm/yy format is more widely used than the US format.

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: 08 July 2009 13:30
To: arslist@ARSLIST.ORG
Subject: Re: Robert02 Kern is out of the office.

 

** 

Thats dates in the English format.. DD-MM-YY

 

Joe

 



From: copits.rich...@bwc.state.oh.us copits.rich...@bwc.state.oh.us
To: arslist@ARSLIST.ORG
Sent: Wednesday, July 8, 2009 8:23:08 AM
Subject: Re: Robert02 Kern is out of the office.

Return to the office before you leave it? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of
robert.2.k...@continental-corporation.com
Sent: Tuesday, July 07, 2009 10:03 PM
To: arslist@ARSLIST.ORG
Subject: Robert02 Kern is out of the office.

I will be out of the office starting  08.07.2009 and will not return
until
06.08.2009.

I will work on your email after my return.

HP Service Manager Reporting and Training: Christoph Sommerlik
Migration Planing: Claus Witzgall
HP Service Manager (technical and organisation), Remedy (SIMS+ITSM),
Change
Management Operations: Martin Hammermann

Service Desk Topics: Janker August, Janette Galvan-Diaz, Anthony Vanta
Head: Walter Zettl


Have a great day,
Robert

 

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Remedy User Tool, Admin Tool

[Chowdhury, Tauf]

Hi,

I'm trying to download the WUT 7.1 package from BMC's site. So with the
new site layout, I need to add the products that I own to my profile. I
did so. However, now when I try to download, I can't find the WUT as a
downloadable option. Am I missing something here? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

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Re: Remedy User Tool, Admin Tool

[Chowdhury, Tauf]

Nevermind... I found it... Doh!

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Chowdhury, Tauf 
Sent: Wednesday, July 08, 2009 2:27 PM
To: 'arslist@ARSLIST.ORG'
Subject: Remedy User Tool, Admin Tool

 

Hi,

I'm trying to download the WUT 7.1 package from BMC's site. So with the
new site layout, I need to add the products that I own to my profile. I
did so. However, now when I try to download, I can't find the WUT as a
downloadable option. Am I missing something here? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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OT: Notifier Log

[Chowdhury, Tauf]

Don't forget I have a doubt followed by raising an incident J

 

Tauf Chowdhury 

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 Lyle Taylor
Sent: Thursday, July 02, 2009 4:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Notifier Log

 

** 

Along with record updation.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ben Chernys
Sent: Thursday, July 02, 2009 2:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Notifier Log

 

** 

It's 100,000.

It's in common use in India - along with doing the needful 

http://en.wikipedia.org/wiki/Lakh

Cheers,

Ben

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: July 2, 2009 2:59 PM
To: arslist@ARSLIST.ORG
Subject: OT: Notifier Log

** 

I haven't seen/heard the word lakh in years! 

If I remember correctly, that represents thousand?

 

Tauf Chowdhury 

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 Saravanan Palaniappan
Sent: Thursday, July 02, 2009 7:01 AM
To: arslist@ARSLIST.ORG
Subject: NTE: Notifier Log

 

** 

Hi List ,

 

Currently there is a problem in the Production server where the NTE:
Notifier Log has got 5 lakh Records and it keeps Increasing gradually.

 

As per the analysis there is a escalation wriiten in teh NTE: Notifier
[NTE:NTS:t...@00:30-CleanupNTS] which sets the Z1D Action to delete and a
filter deletes the record in the Notifier.

 

How does a record gets deleted in the NTE: Notifier Log .We see that
there is a filter [NTE:NTL:Delete_795]

has the run process to delete it . but the qualification is 'TR.z1D
Action' =  DELETE.

But i dont see any workflow pushes z1D Action' =  DELETE. in the  NTE:
Notifier Log .

 

Please advice.

 

Regards

Saravanan.



 
This message, including any attachments, contains confidential
information 
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this message or any of its attachments or the information contained in
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Any unauthorized review, use, disclosure or distribution is prohibited.
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OT: Notifier Log

[Chowdhury, Tauf]

I haven't seen/heard the word lakh in years! 

If I remember correctly, that represents thousand?

 

Tauf Chowdhury 

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 Saravanan Palaniappan
Sent: Thursday, July 02, 2009 7:01 AM
To: arslist@ARSLIST.ORG
Subject: NTE: Notifier Log

 

** 

Hi List ,

 

Currently there is a problem in the Production server where the NTE:
Notifier Log has got 5 lakh Records and it keeps Increasing gradually.

 

As per the analysis there is a escalation wriiten in teh NTE: Notifier
[NTE:NTS:t...@00:30-CleanupNTS] which sets the Z1D Action to delete and a
filter deletes the record in the Notifier.

 

How does a record gets deleted in the NTE: Notifier Log .We see that
there is a filter [NTE:NTL:Delete_795]

has the run process to delete it . but the qualification is 'TR.z1D
Action' =  DELETE.

But i dont see any workflow pushes z1D Action' =  DELETE. in the  NTE:
Notifier Log .

 

Please advice.

 

Regards

Saravanan.



 
This message, including any attachments, contains confidential
information 
intended for a specific individual and purpose, and is intended for the
addressee only. Any unauthorized disclosure, use, dissemination,
copying, or distribution of 
this message or any of its attachments or the information contained in
this e-mail, or the taking of any action based on it, is strictly
prohibited. If you are not the intended recipient, please notify the
sender immediately by return e-mail and delete this message.
 



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Re: Is there a way around requiring a 3rd Tier Product Category

[Chowdhury, Tauf]

John,

I think disabling the 3rd tier will require a lot of different pieces to be 
customized. I would suggest auto filling the 1st tier with a constant, and 
hiding it perhaps if it is such an issue. 

 

Tauf Chowdhury 

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 Bilinski, John
Sent: Wednesday, July 01, 2009 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a way around requiring a 3rd Tier Product Category

 

** 

Thanks for the suggestion Rune, but is there any way to disable the 3rd Tier 
altogether? Having the First Tier of PC be the ITSM Module Name will frustrate 
the users because they will have to always select 3 tiers to get to the Product 
Name (if they choose to use the menus).

 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rune Sørlid
Sent: Wednesday, July 01, 2009 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a way around requiring a 3rd Tier Product Category

** 

Hi John.

 

Why dont you use a 1.st Tier that shows wich Application your in?

 

Tier 1 = Incident Management.. Remember that the important field is 'Product 
Name', because of the search possibilities

 

/Rune Sorlid

 

 

From: Bilinski, John mailto:john.bilin...@usdoj.gov  

Sent: Wednesday, July 01, 2009 3:07 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Is there a way around requiring a 3rd Tier Product Category

 

** 

All,

 

Is there any way to get around having a 3rd Tier for Product Categorization in 
Incident Mgmt 7.5? We have no need for a 3rd Tier Prod Cat and want to find a 
way around the required 3rd tier without making a customization to the ITSM 
workflow. Does anyone have any suggestions?

 

Thanks. 

 

John Bilinski

Department of Justice

Operations Services Staff

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Re: Is there a way around requiring a 3rd Tier Product Category

[Chowdhury, Tauf]

Rune's got a point... if they are picky about this issue, they're in for a 
world o hurt! J

 

Tauf Chowdhury 

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 Rune Sørlid
Sent: Wednesday, July 01, 2009 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a way around requiring a 3rd Tier Product Category

 

** 

 

Hi John.

 

If that frustrates your users, I think you have more problem to come.

 

Have you tried Templates or Decision tree?

 

/Rune

 

 

From: Bilinski, John mailto:john.bilin...@usdoj.gov  

Sent: Wednesday, July 01, 2009 4:33 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Is there a way around requiring a 3rd Tier Product Category

 

** 

Thanks for the suggestion Rune, but is there any way to disable the 3rd Tier 
altogether? Having the First Tier of PC be the ITSM Module Name will frustrate 
the users because they will have to always select 3 tiers to get to the Product 
Name (if they choose to use the menus).

 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rune Sørlid
Sent: Wednesday, July 01, 2009 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a way around requiring a 3rd Tier Product Category

** 

Hi John.

 

Why dont you use a 1.st Tier that shows wich Application your in?

 

Tier 1 = Incident Management.. Remember that the important field is 'Product 
Name', because of the search possibilities

 

/Rune Sorlid

 

 

From: Bilinski, John mailto:john.bilin...@usdoj.gov  

Sent: Wednesday, July 01, 2009 3:07 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Is there a way around requiring a 3rd Tier Product Category

 

** 

All,

 

Is there any way to get around having a 3rd Tier for Product Categorization in 
Incident Mgmt 7.5? We have no need for a 3rd Tier Prod Cat and want to find a 
way around the required 3rd tier without making a customization to the ITSM 
workflow. Does anyone have any suggestions?

 

Thanks. 

 

John Bilinski

Department of Justice

Operations Services Staff

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Mid Tier 7.1 p2 + Firefox 3.5

[Chowdhury, Tauf]

Anyone noticing that whenever the mid tier displays a message box or
calendar box or anything that fades out the form underneath, is now
solid BLACK instead of the transparency? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

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Re: export AP:Form, AP:Process, AP:Role From BMC Remedy User

[Chowdhury, Tauf]

Krishna,
If I understand what you're asking, you are going to the individual forms, 
AP:Form, AP:Process, AP:Role and doing a search on that form. Then you want to 
export those records. 

In order to export those records, you have to Shift-select all those records 
that you want, and then go to ToolsReporting. Then you would double click the 
new style and add all fields. After doing so, you would go to ReportExport 
ToFile. At that point, you will have to choose whether you want to export to 
.csv, .arx, etc...
If your goal is to make some modifications to those records and re-import to 
the same environment or a different environment, .csv is the way to go so you 
can cleanly manipulate the data.

You will have to do this on each Form that you mentioned. 

Hope this helps. 

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of RKVKRKVK
Sent: Tuesday, June 30, 2009 4:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: export AP:Form, AP:Process, AP:Role From BMC Remedy User

Hi,

I tried what ever you mentioned in the reply mail. But i didn't find any
thing related to Tools -- Export Definitions. But i found the option like
Export Definitions on right click of Server Name (in my case
KrishnaServer). But with the help of this i can able to export only forms,
views etc. But not AP:Process, AP:Rules, AP:Notifications etc. Can you give
me the detailed idea to export PROCESS, RULE, NOTIFICATIONS etc.

Best Regards,
Krishna B




Ashwin-15 wrote:
 
 Hey Krishna,
 
 The Tools-Manage-Files is used to manage the serach files, macros etc
 stored in preference server.
 I assume that you are trying to import / export the definition files.
 If you wish to import or export the AP:Form, AP:Process, AP:Role,
 AP:Notification etc (for that matter any form), you will have to use
 Admin tool (or Dev Studio). You will have to use Tools-Import
 Definitions or 
 Tools-Export Definitions for importing and exporting def files
 respectively.
 
 Hope this is useful.
 
 Thanks,
 Ashwin
 
 On Mon, 29 Jun 2009 18:33 -0700, RKVKRKVK krishn...@ilantus.com
 wrote:
 Hi,
 
 I got some idea to export AP:Form, AP:Process, AP:Role, AP:Notifications
 etc
 from BMC Remedy User, But I gone through the BMC Remedy tool, i didn't
 see
 any option to export the FORM, PROCESS, ROLE, NOTIFICATION etc from
 Remedy
 User tool. But i found one option to download and upload forms using the
 following path.
 
 Login into the BMC Remedy User tool, then goto Tools --
 Manage -- Files -- Download (or) Upload. But these options are disabled
 by
 default.
 
 Can anyone give me the solution to export and import the AP:Form,
 AP:Process, AP:Role, AP:Notification etc using BMC Remedy User tool.
 
 Best Regards,
 Krishna B
 -- 
 View this message in context:
 http://www.nabble.com/export-AP%3AForm%2C-AP%3AProcess%2C-AP%3ARole-From-BMC-Remedy-User-tp24266376p24266376.html
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.
 
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 -- 
   Ashwin
   ashwinkpa...@fastmail.fm
 
 -- 
 http://www.fastmail.fm - Same, same, but different...
 
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Re: OT: Friday Humor

[Chowdhury, Tauf]

My addition would be:

 

You actually say LOL in a conversation. 

 

Tauf Chowdhury 

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 Meyer, Jennifer L
Sent: Monday, June 15, 2009 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Friday Humor

 

** 

May I add a few?

 

You add somebody you see every day to your Facebook Friends list.

 

You have more passwords than fingers, and mnemonics for all of them.

 

You have never visited a physical branch of your bank, insurance office,
or public utility company, and aren't sure where to find them if you had
to.  

 

You don't own a map, but you don't need one, because you can google.

 

You can hold a perfectly rational, normal conversation while staring
into thin air, with no one within 10 feet of you, and passerby will not
consider you insane.

 

You bring your laptop in the car whenever someone else is driving, in
case you need directions.

 

 

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 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.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Friday, June 12, 2009 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Friday Humor

 

Nice, Chris! Too true!

Rick



From: Pruitt, Christopher J 
Date: Fri, 12 Jun 2009 10:18:21 -0500
To: arslist@ARSLIST.ORG
Subject: OT: Friday Humor

YOU KNOW YOU ARE LIVING IN 2009 when...

1.  You accidentally enter your password on the microwave.

2. You haven't played solitaire with real cards in years.

3. You have a list of 15 phone numbers to reach your family of 3.

4. You e-mail the person who works at the desk next to you.
   (That's because of course she has her earphones in)

5. Your reason for not staying in touch with friends and family is that
they
don't have e-mail addresses.

6. You pull up in your own driveway and use your cell phone to see if
anyone
is home to help you carry in the groceries.

7. Every commercial on television has a web site at the bottom of the
screen.

8. Leaving the house without your cell phone, which you didn't have the
first 20 or 30 (or 60) years of your life, is now a cause for panic and
you
turn around to go and get it.

10. You get up in the morning and go on line before getting your coffee.

11. You start tilting your head sideways to smile. : )

12. You're reading this and nodding and laughing.

1 3 Even worse, you know exactly to whom you are going to  forward this
message.

14. You are too busy to notice there was no #9 on this list.

15. You actually scrolled back up to check that there wasn't a #9 on
this
list.

AND NOW U R LAUGHING AT YOURSELF

Go on, forward this to your friends. You know you want to...

Christopher Pruitt
Consultant Specialist
EDS, an HP Company
mailto: christopher.pru...@eds.com 

We deliver on our commitments
so you can deliver on yours. 

Confidentiality Notice: This message and any files transmitted with it
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Re: Asset Management - Creating CI for Network Equipment

[Chowdhury, Tauf]

 components.  What
you don't have a class for should work as a categorization subclass in
one of the existing ones.

 

Rick

On Thu, Jun 11, 2009 at 1:57 PM, Lyle Taylor tayl...@ldschurch.org
wrote:

** 

Most network equipment simply goes under Computer System.  If I recall
correctly, there is a Primary Capability field that you can use to
indicate whether it is a switch, router, etc. if you want to.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, June 11, 2009 2:53 PM
To: arslist@ARSLIST.ORG
Subject: Asset Management - Creating CI for Network Equipment

 

** 

What is the best method for using Asset Management to create CI's such
as Network Equipment etc... ?

In CMDB there are different forms for a plethora of network equipment
but in Asset, under CI Type, there is a very limited set of data. 

Any suggestions? 

 

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.
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Asset Management - Creating CI for Network Equipment

[Chowdhury, Tauf]

What is the best method for using Asset Management to create CI's such
as Network Equipment etc... ?

In CMDB there are different forms for a plethora of network equipment
but in Asset, under CI Type, there is a very limited set of data. 

Any suggestions? 

 

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 
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Re: Asset Management - Creating CI for Network Equipment

[Chowdhury, Tauf]

Thanks for the info and I'll do a search and let you know what I find or
what route BMC may recommend (I opened a support ticket). 

Thanks for the help!

 

Tauf Chowdhury 

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 Lyle Taylor
Sent: Thursday, June 11, 2009 6:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Creating CI for Network Equipment

 

** 

I agree with your comment on getting the relationships right, and it's
true that many of the classes can be used pretty much any way you like.
However, I keep going back to the idea that each class was created for a
particular reason with more or less specific uses in mind.  I prefer to
try to keep their actual usage pretty much in line with their intended
usage.

 

I think Communication Endpoint would more aptly apply to something like
a port on a switch or a router rather than the device itself.  If you
take a simple example of a small switch with 8 ports, you would put the
switch in the Computer System class, and then if you wanted to track
what was connected to each port (which is often important information),
you could model each port with a Communication Endpoint (or perhaps a
LAN Endpoint) that has a relationship with the switch CI. Each CI
connected to the switch would then have a dependency relationship with
the Communication Endpoint class representing the port it is connected
to.  Looking closer at the model, it looks like Communication Endpoint
may even be more for things like actual network communication (i.e., a
TCP connection on a specific TCP port or something along those lines)
rather than a physical connection - then again, there are protocols at
each layer of the network infrastructure...

 

Tauf, I recall someone posting how Topology Discovery (or one of the BMC
products) maps network equipment and/or communications to the list a
while back.  It seemed to cover pretty well how BMC does it.  I'd
recommend searching for that and maybe using that as a starting point,
taking out anything you don't need for your scenario.  For example, if
you don't need to track what port on a switch a server is connected to,
you could take out all the in-between CIs and simply create a dependency
between the server and the switch CIs.  It all really depends on what
kind of information you want to track and how detailed you need to be.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Thursday, June 11, 2009 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Creating CI for Network Equipment

 

** 

That's a good point, Lyle.  But Communication_Endpoint is a pretty
general classs that could cover pretty much anything that doesn't have
its own class.

ConnectivitySegment and several others are categorization subclasses
beneath the ConnectivityCollection class.  The relationships between the
CIs are especially important with network segments, so just dumping them
into ComputerSystem might tend to hamstring that if not done correctly.

 

Between all of those and perhaps a few more Categorization values, you
should be covered.

 

Rick

On Thu, Jun 11, 2009 at 2:27 PM, Lyle Taylor tayl...@ldschurch.org
wrote:

** 

Which classes are you thinking of?  I see ones for logical items like an
IP endpoint, WAN, LAN, etc., but nothing that would account for things
like routers and switches except for computer system.  And the fact that
they have the primary capability field that has values like Router and
Switch in it would seem to indicate that that was where BMC intended to
put them.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Thursday, June 11, 2009 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Creating CI for Network Equipment

 

** 

The 2.1 data model does have sub-classes for network components.  What
you don't have a class for should work as a categorization subclass in
one of the existing ones.

 

Rick

On Thu, Jun 11, 2009 at 1:57 PM, Lyle Taylor tayl...@ldschurch.org
wrote:

** 

Most network equipment simply goes under Computer System.  If I recall
correctly, there is a Primary Capability field that you can use to
indicate whether it is a switch, router, etc. if you want to.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, June 11, 2009 2:53 PM
To: arslist@ARSLIST.ORG
Subject: Asset Management - Creating CI for Network Equipment

 

** 

What is the best method for using Asset Management to create CI's such
as Network Equipment etc... ?

In CMDB there are different forms for a plethora of network equipment
but in Asset, under CI Type, there is a very limited set of data. 

Any suggestions? 

 

Tauf Chowdhury | Forest Laboratories, Inc

Re: User tool and Service Request Management 2.1 expand box issue

[Chowdhury, Tauf]

Have you tried this from the User tool on a different machine? Could be a local 
machine cache issue.

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of lee
Sent: Tuesday, June 09, 2009 3:34 PM
To: arslist@ARSLIST.ORG
Subject: User tool and Service Request Management 2.1 expand box issue

I can't find any info on this on developer network, bmc knowledge base
or here.

Has anyone encountered the issue in 7.1 patch 6 (or any patches) where
the expand box doesn't work for some fields in Request Entry service
reqeusts?
It works in the web client but not the user tool.

For example, Question #7 would be a multiline answer but clicking on
the expand box won't bring up the text box.
But in the web client it does.

It happens on Question #3, #7

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for the use of the individual or entity to which it is addressed. If you are 
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Re: Cyclomatic Complexity

[Chowdhury, Tauf]

Yeah.. looks like the side view of a stick figure walking to me...

O 
| 
O 
|\ 
OO 
|/ 
O

 

 

Tauf Chowdhury 

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 Tony Worthington
Sent: Friday, May 15, 2009 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Cyclomatic Complexity

 

** I think this is too much for my brain to comprehend on a Friday
afternoon!!! :-)




From: 

Lyle Taylor tayl...@ldschurch.org 

To: 

arslist@ARSLIST.ORG 

Date: 

05/15/2009 12:56 PM 

Subject: 

Re: Cyclomatic Complexity 

Sent by: 

Action Request System discussion list(ARSList) arslist@ARSLIST.ORG

 






** 
This is interesting.  I'll take an initial stab at it.  At the most
basic level, I figure a filter or active link corresponds to a basic
block which will result in at least one node per filter or active link.
If there are Else actions, then it would be at least two nodes - one for
the If, and one for the Else.  What I can't decide on yet is whether
there could be more than one node per If or Else action, but there are
probably cases where you could structure a set of actions in a filter or
active link where the execution - or result of - an action could depend
on the outcome of a previous action which may warrant adding more nodes
for those actions.  Then again, thinking about it more, maybe push
fields and set fields actions should be given their own node, since they
essentially correspond to their own if statements (if the query
qualification matches something, do this, otherwise, do this - e.g.,
nothing, display an error, etc.).  Guides and escalations would probably
also warrant having their own node. 
  
So, in essence, the number of nodes in your graph would be equal to or
greater than the number of workflow objects in your application.  All
filters and active links with only an If action get at least one node,
all those with Else actions get at least two.  You'd need to look at the
actions in those to determine if more nodes should be applied. 
  
The tricky part, then is determining how the nodes are connected, since
the execution of any basic block in Remedy is for the most part event
and qualification driven.  It's less clear cut to analyze than, say,
structured program code.  However, in designing the application, you
understand what the flow should be, so you could run through scenarios
and determine which workflow will fire under what circumstances and
derive most of the edges between the nodes.  I say most, because it
seems easier to run into situations where unexpected or bad data could
cause unexpected behavior than you might get with structured programs. 
  
So, let's take a very simple example.  Let's say we have a form that has
a button and two fields, Field 1 and Field 2.  Clicking on the button
triggers an active link that looks for an entry in another form that
matches the text entered in Field 1 and sets Field 2 with the results
and then pops up a notification.  You might have something like this: 
  
* The active link for the button would get one Node.  This is
the start node. 
* The Set fields action might get three nodes (because it's
essentially another If statement) - a node for the decision point (is
there a matching entry), a node for setting Field 2 to the found value,
and another for setting it to $NULL$ if no matching entry is found. 
* The notify action does not get a node, because it is not a
decision point.  It's just included as part of the node for the active
link.  (I'm not very sure about this one, though, since you essentially
have control passing from the conditional statement to the
notification). 
* There is an end node. 
  
So, in the end, we end up with 5 nodes that look something like this: 
  
O 
| 
O 
|\ 
OO 
|/ 
O 
  
So, with that, we would get M = E - N + 2P = 5 - 5 + 2*1 = 1 
  
Hmm.  1 doesn't sound right.  Maybe it would be higher if there was
looping involved or if we branched off into other workflow. 
  
Well, that was just a stab.  Thoughts? 
  
Lyle 
  
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of
Axton
Sent: Thursday, May 14, 2009 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Cyclomatic Complexity 
  
** I found this interesting.  I wonder how one could apply this to a
Remedy application.

http://en.wikipedia.org/wiki/Cyclomatic_complexity

Axton Grams
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ITSM 7.0.3 - Incident/Change error message.

[Chowdhury, Tauf]

All,

I am seeing the following error repeatedly in arerror.log:

390603 : The value(s) for this entry violate a unique index that has
been defined for this form : NTE:SYS-Group NT Control
entry:NTG00123574 fields: 100205 179  (ARERR 382)

 

Those 2 fields are Ticket Request ID and Instance ID...

Anyone see this before? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

[Chowdhury, Tauf]

Peter,
I think you're really dealing with 2 things. We have run into that issue
here as well. 

So your 1st issue is: Categorizing things like, inquiry, call transfer,
etc...

For that, we use Operational Cats. Tier 1 = Service Desk, Tier 2 = Call
Transfer, Tier 2 = Inquiry, Tier 2 = Vendor solicitation. 

2nd issue: How to record that a ticket has been misdirected or
incorrectly assigned to a group.

That one is something we are still hashing out but using Operational
Cats can be hard. The reason is that no matter if the ticket was
misdirected or not, if it's an error with software, we classify it
Operationally as Tier 1 = Error, Tier 2 = Software. 

With that said, we are debating whether or not to create a field or some
other method to let the Tier 2-3-xx support user flag the ticket as
being incorrectly assigned. 

 

We have the BMC Analytics tool so I think our SD Manager has come up
with a report that looks at Incidents that have a Total Transfer  1 and
then does some sort of voodoo for the rest J

 

Hopefully this leads you in the right direction.

 

Tauf Chowdhury 

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: Tuesday, May 12, 2009 11:55 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Product Names for Help Desk redirected or misdirected
calls

 

** 

Our Help desk is looking into running reports on all the incident
tickets submitted by our IT staff and getting a breakdown of the number
of tickets submitted with specific Product Names entered into the
tickets.

Many tickets are generated from templates by our call centers so we can
provide a means for the Help desk to track most of the tickets with a
proper Product Name.

 

During a discussion on this, we are trying to come up with a Product
Name and CTI for the times where people would call the Help Desk when
the call should have been directed to a different staff since the call
was basically misdirected.

There are also times that a person calls to get conference in with
another co-worker.

We are not sure how those tickets could be categorized as far as a
product is concerned.

 

What have any others out there that use Incident 7 done for setting the
Product Name for tickets such as these when creating tickets or even
change requests?

 

 

Thanks

Peter Lammey

ESPN IT Client Architecture and Automation

860-766-4761

 

 

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CMDB / Asset CI - Templates for documenting CI's

[Chowdhury, Tauf]

 

All,

I am trying to provide different business groups a template/spreadsheet
for listing out their devices with the config information that they know
about it. We are currently in process of rolling out server/network
discovery tools but want to manually load Server/Network CI's. We
already have CDI (config discovery for clients).

For example, the Network Ops group can have a Server template that they
can fill out with the server name, components (memory, HD, NIC), so that
I can then use AIE to load into the CMDB. Is there some sort of standard
template floating around out there that you use? I am just trying to see
if there is a standard so I am not re-inventing the wheel. I looked on
BMCDN but have had no luck...

Thank you. 

 

ITSM 7.0.3 , CMDB 2.1

 

-Tauf

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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Re: Question on NTE:NotificationMessages

[Chowdhury, Tauf]

Dave,

If memory serves correct, you can do the following to see which filters
are involved.

Open up admin tool and filter forms by prefix NTE

Look at a Filter guide called NTE:SHR:TranslateMessages (or something
like that).

It has a list of around 40 filters that do the translations for each
module.

So if you look at a filter like NTE:SHR:TranslateNotificationMessageAPR,
you should be able to figure out what the If Actions are doing. 

 

 

Tauf Chowdhury 

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 Drake,Dave
Sent: Wednesday, May 06, 2009 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Question on NTE:NotificationMessages

 

** 

Hi all

I'm trying to modify the text on the default notification messages for
approvals, etc.  Where do these entries pull their field lists from?
Like #Ticket ID#, etc.  Thanks

Dave Drake, Remedy Administrator

 

ARS 7.0.1 p007, ITSM 7.0.3 p007, SQL2K5



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Re: Remedy Email Engine not polling inbound emails

[Chowdhury, Tauf]

There's been a bunch of ARSLIST posts regarding this issue recently so if you 
search the Google group for it, you should find a lot of info about 
troubleshooting and optimization as well. 

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of lee
Sent: Tuesday, April 28, 2009 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Engine not polling inbound emails

We had this issue on a Windows box.

We had to change the java heap size in the email config file.
I think the default is 128MB.  We changed ours to 512MB and it
currently uses 290MB.

On Apr 28, 9:10 am, Jackie Morris jmor...@easylink.com wrote:
 Check the number of messages in the AR Email Message form.

 We have found that a relatively small number of emails that accumulate
 there slow down the polling so much that it times out and can't complete
 polling.  We delete all mail after two days so usually the most mail we
 have in there will be  8000 messages.

 The least amount of mail the better.

 Jackie Morris

 Easylink Services International Corporation

 732-652-3611 (office)

 732-352-7656 (fax)

 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of O'Brien, Keith KOB. (Citco)
 Sent: Tuesday, April 28, 2009 4:18 AM
 To: arsl...@arslist.org
 Subject: Remedy Email Engine not polling inbound emails

 **

 Hi,

 Yesterday our production server stopped polling the inbound mailboxes,

 1.      The logs (email and arerror) do not should anything for the time
 window
 2.      Our UNIX team reported that the email engine was not running
 3.      All outbound email was working fine
 4.      We are on ARS v7.1 / Oracle 10 / Solaris 10

 Has anyone else encountered this behavior?

 Regards,
 Keith.

 Keith O'Brien | Application Management - Citco Bank IT | Citco Global
 Securities Services Ltd |Cork| Ireland.  E-mail:  kobr...@citco.com

 (: 00353 (0) 21 483 6482

 Disclaimer link. To see it, click the link below, or copy and paste it
 into your browser's address line.http://www.citco.com/emaildisclaimer.htm

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Re: Discovered bug with RKM 7.2

[Chowdhury, Tauf]

Peter,

I just confirmed your findings. I am on RKM7.2 with the latest patch.

If there is no carriage return, the fields populate on the mid tier. If
there is, NULL!

 

Tauf Chowdhury 

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: Friday, April 24, 2009 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Discovered bug with RKM 7.2

 

** 

I discovered a bug when using the Incident Management 7.02 integration
with BMC Knowledge Management 7.2.

 

Not sure if others out there have RKM 7.2 but here is how you can
replicate the bug:

 

1.  Open an incident in the Remedy User client that has at least one
carriage return in the Summary field, Notes field, or Resolution field

2.  Click on the button Create Knowledge Base Entry on the Resolution
tab of the incident.

 

At this point you should notice that the contents of your Incident are
populated into the RKM web article window correctly.

 

Now follow these steps when logged into your Mid Tier:

 

1.  Open the same incident you opened before in the Remedy User client

2.  Click on the Create Knowledge Base Entry on the Resolution tab of
the incident.

 

You should notice that the contents of the incident are NOT populated
into the RKM web article window.

 

I was able to verify this with certainty.

 

It seems to be an issue with the REPLACE command used in the active link
KMS:HD:Create_KB_Solution.

In this active link, there is a Push fields action that pushes to the
KMS:DataExchange form and pushes xml coding and other data from the
incident to a Data field on this form.

Inside the Value being passed to the Data field you can see there are
various REPLACE commands that try to replace a carriage return with a
BR.

 

This workflow apparently works fine with a incident with carriage
returns if fired from the Remedy User tool but not for the Mid Tier.

 

Am I going crazy or is this clearly a server or application issue?

 

ARS 7.01 patch 005

Mid Tier 7.1 patch 003

BMC Knowledge Management 7.02.00.1417

 

 

Thanks 
Peter Lammey 
ESPN IT Client Architecture and Automation 
860-766-4761 

 

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Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

[Chowdhury, Tauf]

If the remote DB is Oracle, I think it is a known issue for AR7.1 and
ITSM due to the 100 record chunking that is done. Our service takes
about 7-10 minutes to startup and we've accepted this as normal. 
It does not affect ticket creation and things like that.

 

Tauf Chowdhury 

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 Shashikant THAKUR
Sent: Thursday, April 23, 2009 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

 

** 

Taking a clue from here - does this mean that it will impact the overall
performance as well - i.e. ticket creation and solving will take extra
time..

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Thursday, April 23, 2009 7:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

** 

BMC -- last time I checked:: Recommended that the Switch connections
should be the same.. 

I.E  ARS on same Switch as the DB server.

Traversing Subnets, and Vlans is a Drag on performance.

 

Do some TNSPings and see what responses are you getting .. 

I believe you can add a packet length..  like   -l 5000  

5000 Bite Packet in a pin

On Thu, Apr 23, 2009 at 9:58 AM, Lammey, Peter A.
peter.a.lam...@espn.com wrote:

Is the database an Oracle 10gR2 database?

We found out after our upgrade to AR System 7.01 and upgrade to ITSM
7.02 applications that the Remedy application startup went up from a
couple minutes to at least 9-10 minutes.

Never discovered a good solution for it.

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 LJ Longwing
Sent: Thursday, April 23, 2009 9:56 AM
To: arslist@ARSLIST.ORG

Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

Standard TSing for this would be:

Is all of your hardware set at 100MB/Full (or gb if you have that
capacity) Turn on DB logging (at the DB and arsystem level) during
start, see where the delay is happening What type of DB is it?  MS SQL,
Oracle, Sybase, etc?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Manish SINGLA
Sent: Thursday, April 23, 2009 7:51 AM
To: arslist@ARSLIST.ORG
Subject: CRITICAL:URGENT: ARSystem is taking 20 mins to start

Hello List,

We are facing a issue like arsystem processes takes 20 mins to restart.

Just last week we have migrated to new architecture, earlier we had
Mid-tier/ARS and DB on same HPUX machine.
Which usually takes 1.5 mins to start all Remedy processes.

But now we have a separate machine for DB out side ARS machine but local
to network(in same datacenter).
Now it takes 20 mins to start.

When we start first four processes starts at a glance as follows:
root 14001 13998  0  Apr 22  ? 0:00
/remedy/software/ARSystem/reconcile/bin/arrecond -s euxa91 -i /
root 14003 13998  0  Apr 22  ? 0:01
/remedy/software/ARSystem/bin/arservapd -s euxa91 -i /remedy/so
root 14004 13998 16  Apr 22  ?609:05
/remedy/software/ARSystem/bin/arserverd -s euxa91 -i /remedy/so
root 13998 1  0  Apr 22  ? 0:00
/remedy/software/ARSystem/bin/armonitor -s euxa91 -c /etc/arsys

But rest of the following takes 20 mins to start with.

root 18921 13998  0  Apr 22  ? 1:09
/remedy/software/ARSystem/bin/arplugin -s euxa91 -i /remedy/sof
root 18919 13998  0  Apr 22  ? 0:00
/remedy/software/ARSystem/bin/arsvcdsp -s euxa91 -d /remedy/sof
root 18920 13998  0  Apr 22  ? 1:35
/remedy/software/ARSystem/bin/arservdsd -s euxa91 -i /remedy/so
root 18909 14004  0  Apr 22  ? 0:01
/remedy/software/ARSystem/bin/arforkd -s euxa91 -l /remedy/soft
root 18012 1  0 10:39:01 ? 0:00 sh -c
/remedy/software/ARSystem/sla/bin/brsvcbrie
root 18013 18012 23 10:39:01 ?29:32
/remedy/software/ARSystem/sla/bin/brsvcbrie


ARSystem is quite trivial and frequent at server level, hence we can't
afford this much of delay which leads to outage.

Please advice ASAP. Will be very grateful to you.

Regards
Manish



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Re: ITSM 7 - Orphaned Tasks

[Chowdhury, Tauf]

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.

 

Tauf Chowdhury 

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.

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779



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you are hereby notified that any dissemination, distribution, copying or
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ITSM 7 - Orphaned Tasks

[Chowdhury, Tauf]

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.

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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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 
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Re: Incoming email process issue

[Chowdhury, Tauf]

Jerry,
Have you logged into the mailbox outside of Remedy and confirmed that there are 
no stuck messages in there? That happened to me twice and I had to 
move/delete all the e-mails from the actual Exchange mailbox out of the Inbox 
and then I restarted the e-mail engine. This resolved the issue for me.

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jerry Zhou
Sent: Monday, April 20, 2009 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming email process issue

 Hi Anne,
   Thanks lot for your reply.
   I thought about that, and I already removed all the emails from the
incoming mail box the email engine is pulling and moving some very small
size of emails in, restart the email engine, but still got the same
error message. Is there anything else I need to check or clear?


Jerry Zhou

(202)-418-7426
*** Non-Public: For Internal Use Only ***

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Monday, April 20, 2009 10:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming email process issue

I'm not sure if that's the same error, but my incoming just stopped
functioning one day (with outgoing working fine) when it was trying to
process a message with a big attachment.  That one was 30M.  Ours has
handled 10M properly.  I'm not sure where the limit might be.  That
might be something for you to check.

Anne Ramey

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jerry Zhou
Sent: Monday, April 20, 2009 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Incoming email process issue

 Hi,
  Our email engine failed to process incoming emails two days ago, but
still works fine with outgoing emails, and we have the following error
messages, could some one have any idea about this problem and any
solutions?
  we are in version 7.1 patch 3, window/sql platform


Thanks lot!


  Exception in thread AG00132165B91Eb5xZSA_VgiAwVA8A
java.lang.ArrayIndexOutOfBoundsException: 32
at
com.bmc.arsys.api.RpcHandConverter.fromRpcArFieldValueListListToEntryLis
t(Unknown Source)
at com.bmc.arsys.api.ProxyJRpc.ARGetMultipleEntries(Unknown
Source)
at com.bmc.arsys.api.ARServerUser.getListEntryObjects(Unknown
Source)
at
com.bmc.arsys.emaildaemon.ARSystemModule.getEntries(ARSystemModule.java:
741)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:435)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:425)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:465)
at
com.bmc.arsys.emaildaemon.ReceiverModule.queryFormEmail(ReceiverModule.j
ava:2012)
at
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:181)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
at java.lang.Thread.run(Unknown Source) Exception in thread
AG00132165B91Eb5xZSA_VgiAwVA8A
java.lang.ArrayIndexOutOfBoundsException: 32
at
com.bmc.arsys.api.RpcHandConverter.fromRpcArFieldValueListListToEntryLis
t(Unknown Source)
at com.bmc.arsys.api.ProxyJRpc.ARGetMultipleEntries(Unknown
Source)
at com.bmc.arsys.api.ARServerUser.getListEntryObjects(Unknown
Source)
at
com.bmc.arsys.emaildaemon.ARSystemModule.getEntries(ARSystemModule.java:
741)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:435)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:425)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:465)
at
com.bmc.arsys.emaildaemon.ReceiverModule.queryFormEmail(ReceiverModule.j
ava:2012)
at
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:181)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
at java.lang.Thread.run(Unknown Source) Exception in thread
AG00132165B91Eb5xZSA_VgiAwVA8A
java.lang.ArrayIndexOutOfBoundsException: 32
at
com.bmc.arsys.api.RpcHandConverter.fromRpcArFieldValueListListToEntryLis
t(Unknown Source)
at com.bmc.arsys.api.ProxyJRpc.ARGetMultipleEntries(Unknown
Source)
at com.bmc.arsys.api.ARServerUser.getListEntryObjects(Unknown
Source)
at
com.bmc.arsys.emaildaemon.ARSystemModule.getEntries(ARSystemModule.java:
741)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:435)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:425)
at
com.bmc.arsys.emaildaemon.FormBase.loadEntries(FormBase.java:465)
at
com.bmc.arsys.emaildaemon.ReceiverModule.queryFormEmail(ReceiverModule.j
ava:2012)
at
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:181)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
at 

Re: Custom Approval Question

[Chowdhury, Tauf]

Shawn,

Did you make your new field visible on all the AP join forms with
Change? 

 

Tauf Chowdhury 

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 Pierson, Shawn
Sent: Friday, April 17, 2009 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Custom Approval Question

 

** 

Good morning,

 

Based on everyone's feedback a few days ago, I decided against using the
Change Manager field to do approvals by testers.  I set up a new field
and have that being populated correctly, but there is an issue I am
getting with trying to set up that user as an approver.

 

Basically, I set up an ad-hoc process (the only one being used at this
time) and modeled it after how the Change Manager field can be set up
for ad hoc approvals.  Everything seems to be correct, except that when
I go into the logs, I see the following error when it tries to find the
first approver.

 

APPRProcess a 'New-Details' command

APPRWorking with process Change Requsted For Approval

APPRCreate a new Approval Detail record

APPR   created new entry with ID 0004222

APPRCheck auto-approve rules

APPRChecking for Signature Collector Rules

APPRSkip self-approve rules as approval request not from
originator of entry

APPRCheck for self-assign as approval not initiated by owner

APPR   Option set to never self-assign

APPRGet first approver

APPR * Field specified for first approver is not defined on the form

APPR Field specified for first approver is not defined on the form
(ARAPPERR 4603)

APPR536871244

APPRSet approval details record for this entry to state Error

APPR   Clean all related support entries attached to detail record

APPRPerform done rules

APPR   Process done rule Change Requested - Error

APPR  -- Match -- done rule applied

APPR   Starting processing of set fields operation

APPR  TempApprovalServerResult (301311800) = Error

APPR  Change Request Status (7) = 5

APPR  Status Reason (100150) = 

APPR  Active Approval (103278) = 

APPR   Done processing of set fields operation

APPR   Process done rule Change Requested - Cancelled

APPR  -- Failed -- done rule failed

APPR   Process done rule Change Requested - Rejected

APPR  -- Failed -- done rule failed

APPR   Process done rule Change Requested - Approved

APPR  -- Failed -- done rule failed

APPR   Approval operation completed -- master record updated

APPR Operation cancelled due to error (ARAPPNOTE 4502)

APPRNew-Details - CHG:Infrastructure Change - CRQ2074

APPRDelete pending item -- 0996386

 

Any suggestions on how this can be addressed?  I'm thinking I have to
add my new field somewhere else, but it's on CHG:Infrastructure Change
and even the three way form for approvals so I can show other approvers
who did the testing.  Where else should it go?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

 

 

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Re: Friday Humor: Etiquette Question: Is Fat Client offensive?

[Chowdhury, Tauf]

You're all size queens! Have a good weekend lol

 

Tauf Chowdhury 

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 Rick Cook
Sent: Friday, April 17, 2009 3:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor: Etiquette Question: Is Fat Client offensive?

 

** 

Indeed. That's a very solid effort, David, especially coming from a
middle-aged white guy. I would NOT recommend doing this at the next
executive meeting, though. I am sure you're way ahead of me on that. 

J.T. , I like your enhancements, too. 

Rick

Sent from my Verizon Wireless BlackBerry



From: Shyman, Jonathan 
Date: Fri, 17 Apr 2009 14:23:00 -0500
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor: Etiquette Question: Is Fat Client offensive?

Not bad, David, not bad.

 

Here's a suggestion for your rapper name: B. MC Remedy

 

Now all you need is a four-finger ring that says ITSM in diamonds. 

 

J

 

--- J.T. Shyman

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, April 17, 2009 3:13 PM
To: arslist@ARSLIST.ORG
Subject: OT: Friday Humor: Etiquette Question: Is Fat Client offensive?

 

** 

 Now THIN client has improved but will never be quite as good as the
FAT client but many will continue to overlook that.

 

I humbly disagree, and I thought the best way to voice that would be in
a rap.  (Please imagine a posse emphasizing the parts in bold...)

 

I sat down today at my PC

Gonna log into my Rem-E-DY

But yo' yo' dog, what do I see?

My W-U-T is R-I-P

 

Times have changed, tools rearranged

Someone's got to be deranged

Phat clients are gone, now ain't that strange

OWA now's my link to Exchange

 

I ain't here to dis' the web client

Not tryin' to be rude or be defiant

I'm ready to bend, gonna be real pliant

Don't wanna go to jail not bein' compliant

 

Web's now the norm, got to perform

Cloud Computing is the per-fect storm

It does the work - same function and form

Brings data to the masses, keeps them informed

 

So here I go don't need no docs

Just launch IE or Firefox

Wow, look at that - this UI rocks!

This dope web client knocks off my socks!

 

I save time typing 'cause of auto-complete

And collapsible panels keep my view neat

Flex-based flashboards?  Man, that's sweet

It's got fill layout - totally |_337!  

 

New JavaScript engines make it fast

This technology's built to last

Yo, I'm sold - my test is passed

My expectations it has surpassed

 

Hey thick client - C-YA!  Wouldn't wanna be ya!

Your days are numbered, I guarantee ya

From Sunnyvale to South Korea

Fire up that browser - we'll B-M-C ya!

 

 

-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 DEFINITELY do not 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.

 

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Re: Etiquette Question: Is Fat Client offensive?

[Chowdhury, Tauf]

Why is it FAT client? Why couldn't it be Chubby Client or Portly Client or even 
Big Boned Client? :)

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Thursday, April 16, 2009 5:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Etiquette Question: Is Fat Client offensive?

I expect most of the folks who don't move up to 7.5 will have to refer to the 
Admin Tool as the True Windows Administration Tool to differentiate it from 
the Developer Studio.

I couldn't resist

Jennifer Meyer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Thursday, April 16, 2009 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Etiquette Question: Is Fat Client offensive?

In case you run into it, you'll also see folks use WAT for Windows 
Administration Tool.  Now that it's called Developer Studio, that acronym 
will most likely fade away.

 
-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.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Thursday, April 16, 2009 2:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Etiquette Question: Is Fat Client offensive?

Thanks, David.  It appears I just hadn't run across the acronym before.

Jennifer Meyer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Thursday, April 16, 2009 5:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Etiquette Question: Is Fat Client offensive?

Jennifer,

The desktop client has been referred to by many names over the years.  WUT is 
actually an old name that has been around for a long time.  Probably was used 
much more in the past than fat/thin client.
--Original Message--
From: Meyer, Jennifer L
To: Arslist
ReplyTo: Arslist
Subject: Etiquette Question: Is Fat Client offensive?
Sent: Apr 16, 2009 4:53 PM

** I've suddenly realized that WUT stands for windows user tool.  When did 
we stop saying fat client and thin client or mid tier?
 
Are fat and thin outmoded with today's networking capabilities, or simply 
offensive with today's caloric-challenged society?  Someone please answer 
definitively, because WUT threw me for a loop for a couple of weeks, and I 
felt really dumb.
 
I'm seriously confused at the loss of the fat client.
 
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
 
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-
dave.shell...@tycoelectronics.com
(Wireless)

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Re: Change Manager Role in Change Management 7

[Chowdhury, Tauf]

From reading through what you are doing at a high level, I would
configure it as such:

Give your assignees the Change Manager Role. Make the testers the
Change Assignee. Then configure your Approval Mappings that sends an
approval to the Change Assignee group.

 

What you are doing would work too but I would be concerned about
reporting metrics and things so that is something to think about if you
haven't done so already.

 

Tauf Chowdhury 

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 Pierson, Shawn
Sent: Wednesday, April 15, 2009 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Change Manager Role in Change Management 7

 

** 

Good afternoon,

 

I've been thinking about using the Change Manager role on Change
Management to reflect testers for changes rather than listing the
manager of the group making the change.  The reason is because at this
point, the person that actually manages the schedule and verifies that
that tasks are completed are the Assignees, and most I.T. management
prefer to do approvals and use reports rather than interact directly
with the Change application.

 

So, what I am thinking of doing is setting up all of the potential
testing approvers as Change Managers so that going forward, the Assignee
can pick one of them, and we do an ad hoc approval before implementation
that picks up the Change Manager to do the approval.

 

Can anyone see any down side to using the Change Manager field in this
way?  Is there a better way to have people performing the UAT do a
sign-off in change management?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

 

 

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Business Hours within ITSM 7.0.3, ARS 7.1

[Chowdhury, Tauf]

All,

Can someone provide some more detailed info or any best practices for
configuring Business Hours and times for ITSM? Is there a global setting
for Business Time? 

In the Config Guide, it states that the Business Hours must be set for
each individual support group. 

 

Also,

Once the time is configured, how does this affect the Effort Logging
within a record, whether it be Incident/Change/Problem? Does the effort
clock exclude the time after hours? If the support user enters time
after 'normal' business hours, does the system see that as allowable?

 

Thanks!

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

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Re: Tasks not being activated properly

[Chowdhury, Tauf]

Anne,

I'm experiencing this issue as well but have not had time to research
it. The cause that I have found though is this:

1.   There are 5 tasks sequenced in order,  1,2,3,4,5

2.   Before the Change hits the Scheduled/Implementation stage, the
assignee cancels the task in sequence 3 out. 

3.   For some reason, after 1,2 are done, 4 does not activate and
change from Staged to Pending/Assigned.

 

As a temporary workaround, I modified the filter that throws an error
when you try to manually take a task from Staged and change it to
assigned/pending to exclude me in the Run if Qualification.

I simply haven't had time to look into it. If you find anything further,
please share J Thanks!

 

Tauf Chowdhury 

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 Ramey, Anne
Sent: Tuesday, March 31, 2009 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Tasks not being activated properly

 

** 

Has anyone seen something like this (ITSM 7.0):

We've had a couple of instances recently where there were a sequence of
ad-hoc tasks on a change.  We'll get a user saying that they can't
access a given task and what it is is that all the previous tasks are
closed, but the rest are all in staged status.  Nothing we can do seems
to cause these to activate.  We have theorized that someone is changing
the sequence after the first one has been activated, but we're not sure.


 

Thanks,

 

Anne Ramey

E-mail correspondence to and from this address may be subject to the
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only by an authorized State Official.

 

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Re: Email Restriction - ARS 7.1 Patch 005

[Chowdhury, Tauf]

Todd, 

I think your issue might be the java heap size. The following will show
you how to increase the # of threads used to 4.

You can try the following (assuming windows here):

1.   Open up the registry and go to:
HKEY_LOCAL_MACHINESYSTEMCurrentControlSetServicesBMC Remedy Email
EngineParameters

2.   Edit the JVM Option Count. Should be set to 2. Change it to 4.

3.   Create a new String. Value name should be   JVM Option Number 2
Value data should be  -Xms128m

4.   Create another new String. Value name should be   JVM Option
Number 3  Value data should be  -Xmx512m

5.   Now in the emaildaemon.properties file, use these params:

a.   com.bmc.arsys.emaildaemon.NumberOfSenderThreads=4

b.  com.bmc.arsys.emaildaemon.FetchUserGroupInfoOnDemand=true

 

Hope this helps your performance woes. It helped me a great deal. 

 

 

Tauf Chowdhury 

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 Pasterski, t...@dts
Sent: Tuesday, March 24, 2009 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Email Restriction - ARS 7.1 Patch 005

 

** 

In the emaildaemon.properties (7.1 P5) there is a parm:
com.bmc.arsys.emaildaemon.ChunkSize=100 which restricts the number of
messages sent with each poll to 100. I suppose that normally that is
adequate if you poll every minute but during heavy message traffic even
then it can cause significant delays. You cannot increase the parm or
the email engine will fail to start.

 

Support suggested adding parms:

 

com.bmc.arsys.emaildaemon.NumberOfSenderThreads=1

com.bmc.arsys.emaildaemon.OutgoingConnectionRecycleSize=200

 

But for what I don't know, didn't change a thing. I tried to remove the
ChunkSize parm and raise the RecycleSize and no change also. 100 is just
inadequate, we have 9000 in the queue now!

 

Anyone else experience this / have a solution?

 

Todd

 

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Re: ARS 7.5 Remedy Host ID changes after reboot

[Chowdhury, Tauf]

Can your server team confirm if those are valid MAC addresses for any
other machines?

Also, if you are on a load balanced environment, are you logging in to
the load balancer name or the server directly?

 

Tauf Chowdhury 

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 Jason Miller
Sent: Wednesday, March 18, 2009 6:13 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.5 Remedy Host ID changes after reboot

 

** 

Has anybody experienced the ARS Host ID changing each time the server is
rebooted.  This behavior is happens with 7.5 FCS and patch 1.  It is a
new Windows 2008 server on VMware ESX.  I checked with our server team
and they said that there is no way that the application should be able
to see anything other than the MAC address that VMware assigns the
server, which doesn't change after a reboot.

Here are examples of the Host IDs that I have seen in the last few days.
The interesting thing is that only the first 4 characters change each
time.
30F620524153
3A7B20524153
AAF920524153
7C5720524153

Does anybody know if the Host ID for 7.5 is composed of something other
than the MAC address?

 

Jason

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RKM 7.2 and ITSM 7.0.3 Problem Mgmnt Integration

[Chowdhury, Tauf]

Hi all,

So we've installed RKM 7.2 with the latest patch and all the
integration pieces that go along with it like hiding the OOB solution
table from incident and service request and all that jazz.

However, I am trying to get an idea of how others are dealing with the
OOB Problem Management Known Errors and Solution links and workflow that
aren't handled by BMC's integration. Are you disabling/redirecting to
RKM for the Known Errors, modifying workflow, or are you maintaining 2
systems and rekeying? Another option would be to use OOB Known Errors
and Solutions, and only 'promote' to RKM when needed. 

Looking for ideas or good/established practices...

Thanks!

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

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Re: artask and vista

[Chowdhury, Tauf]

Install Windows 7 :D

 

Tauf Chowdhury 

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 Opela, Gary L CTR USAF AFMC 72
CS/SCBAH
Sent: Friday, February 27, 2009 3:08 PM
To: arslist@ARSLIST.ORG
Subject: artask and vista

 

** 

Remedy User Tool version 7.1 and Vista.

 

How to get .artask files to work? They currently do not do anything.

 

 

Thanks,

 

Gary Opela, Jr.

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BMC Service Request Management - Opinions

[Chowdhury, Tauf]

All,

I just wanted some feedback and opinions from some of you 'seasoned
veterans' and your implementation of SRM. Good? Bad? Ugly? 

Any info you can/want to share is great. Thanks.

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

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Re: Remedy SSO Integration - Logout Issue

[Chowdhury, Tauf]

Matthew, 

I'm confused. It seems like SSO is working if they can log back in just
by typing the URL or clicking Return to Home Page. 

 

Tauf Chowdhury 

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 mathew thomas
Sent: Friday, February 27, 2009 4:04 PM
To: arslist@ARSLIST.ORG
Subject: Remedy SSO Integration - Logout Issue

 

** 

All,

 

We have been able to implement SSO bearing one small issue. When we
logout of Remedy the SSO Session is still active.The users are able to
log back in by just tying in the URL or clicking the Return to Home
Page option on the Logout.jsp without any authentication. If nothing
works I am planning ot close the browser when the User Clicks Logout.

 

Has anyone before encountered this issue before and is there an
alternate solution?

 

Thanks

Mathew Thomas







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Re: Version 7 Permissions Model

[Chowdhury, Tauf]

Correct me if I'm wrong but the following would probably work for you:

1.   Take all of your non-support end users and mark them
unrestricted access and/or create an escalation to populate
CTM:peoplepermission groups with company memberships for all the
companies you have.

2.   Your support users will be restricted to their respective
Company.

3.   Theoretically, the support user should be able to open a ticket
under the end uer's name and only see their respective company tickets
on any searches or lookup tables.

 

 

Tauf Chowdhury 

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 Michael S. Davis
Sent: Friday, February 27, 2009 4:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

 

** 

I mean that we have 70,000 people in the database and each one of them
must be available to every company. The callers could call one of five
helpdesks, depending on what their problem is. I think this is where I'm
a little dense. 

If the people are all in one company then every user has to have
permissions to that company in order to log a ticket under the person's
name. If they have access to that people company then they can see any
ticket logged for that user, regardless of which operating company
actually logged the ticket.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Friday, February 27, 2009 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

 

** 

What do you mean that each person must be available for each company?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Michael S. Davis
Sent: Friday, February 27, 2009 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

 

** 

I understand all of this, but each person must be available for each
company. There are only two ways to do this; either have one people
database where each company pulls from or load the entire people
database into each company. If we use one people database then everyone
needs access to that company and thus can see any ticket created from a
user in that company. Unless I'm missing something.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Friday, February 27, 2009 4:36 PM
To: arslist@ARSLIST.ORG
Subject: 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, 

Re: Version 7 Permissions Model

[Chowdhury, Tauf]

Yes, so in that case, what about just adding the end users to each
company. If they are end user's, they most likely won't have permissions
to search incidents anyway since they are non-support.

 

 

Tauf Chowdhury 

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 Lyle Taylor
Sent: Friday, February 27, 2009 4:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

 

** 

Granting the customer Unrestricted Access would allow them to see
tickets from any company, but would not allow the support person from a
different company to see the customer's people record if the support
person doesn't also have Unrestricted Access.

 

Lyle

 

 

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Re: ARS 7.1 server group issue

[Chowdhury, Tauf]

Anthony,

Have you named only 1 server as the server that you allow Admin
Operations on? Have you disabled it on the other servers? Also, I would
confirm on the rankings form that you have it setup properly.

 

Tauf Chowdhury 

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 Anthony K R
Sent: Tuesday, February 24, 2009 1:37 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.1 server group issue

 

** 

Hi,

In Remedy server group environment, when the def changes on primary
server other servers either throw malloc error ( so the updates not
reflected) or crash. Anyone seen this?

Env:

ARS 7.1 patch 5 with ITSM 7.0 suite

Windows 2003

Oracle 10g

Thanks,

Anthony

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Re: Not millennium, but better...

[Chowdhury, Tauf]

World had to end sooner or later...

Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, February 13, 2009 10:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Not millennium, but better...

It figures that this would be on a Friday the 13th

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Friday, February 13, 2009 9:21 AM
To: arslist@ARSLIST.ORG
Subject: OT: Not millennium, but better...

Hi,

It is now only 8 hours left to Timestamp 1234567890.

This occurs at 00:31:30 Saturday Paris time, but earlier on the other
side
fot the Atlantic. So watch out for some fireworks!

23:31:30 London
18:31:30 Eastern
Etc.

Please experiment by exporting an ARX-file with Date/Time-fileld data.

Have a nice weekend - Misi, RRR AB, http://rrr.se

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Re: ITSM Support Group Roles Help

[Chowdhury, Tauf]

I have seen some canned reports in the BMC Analytics tool that actually
look at the different Tiers of support for reporting. I think 1 report
would show information to the effect of Incidents that were escalated
beyond Help Desk, so it would look at all support groups listed Tier
1-3...

Hope this gives just a tad bit more info.

 

Tauf Chowdhury 

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 Howard Richter
Sent: Wednesday, February 11, 2009 4:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Support Group Roles Help

 

** 

Chuck,

 

That is correct from my understanding as well. Tier 1 to Tier x is a
process function and not a function of the tool. At times companies will
use the escalated designation to mean escalated to a tier 2 from a tier
1 and not management.

 

I someone knows differently please enlighten me.

 

hbr 

 

On Wed, Feb 11, 2009 at 4:03 PM, Charles Baldi charles.ba...@gmail.com
wrote:

** 

The only functional significance I am aware of is the Help Desk role is
used to set an Incident Owner if an owner assignment rule is not
present.  See the Inc User guide in the section on Understanding
incident ownership.

 

As far as I can tell the other roles are informational.  I would be
interested in learning otherwise.

 

Regards,

Chuck Baldi

On Wed, Feb 11, 2009 at 3:26 PM, Mark Lev
mark@rightstarsystems.com wrote:

Hi All,

I am trying to find Remedy definition and functional significance of
the Support Group Roles:
Help Desk
Tier 1
Tier 2
Tier 3
Line of Business

An understanding of the rules/Workflow that ITSM uses based on group
role would helpful too.

I have not found this in any documentation, but I hopefully just missed
it.

Can anyone help?

ARS 7.1
ITSM 7.0.3
All latest patches
Windows
SQL

Thanks,
Mark



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CompTIA Linux+ Certified
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LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: Somebody please run this ITSM 7 report for me

[Chowdhury, Tauf]

Rabi,
Here's the qualification I ran on that canned report (in user tool):
('100560' = 02/01/09 12:00:00 AM AND '100560' = 02/09/09 5:43:53 
PM)

It returned 2138 records and it took 1 minute, 12 seconds. Work info IS 
included in my system.

I am currently in the same building as the datacenter that houses both the App 
servers and DB server. Obviously, the DB is remote to the application. DB is 
oracle. 
Our App servers are virtual servers on Win2k3 with 8gb of RAM and Quad 3ghz 
xeon processors.
Not too sure about the DB but it is running on an AIX cluster with a Gig 
Ethernet link.
Hope this helps.


Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: Monday, February 09, 2009 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Somebody please run this ITSM 7 report for me

Hi all,
I have complaints of slow or never-ending reporting in ITSM 7. After a lot of 
looking around, I am wondering if the inherent design of the reports is a big 
factor. Such as a Join done in the report (with a subreport), ODBC overhead etc.

Can somebody run this report for me and tell me how long it takes. If you can 
use Remedy User instead of a browser and do this on a powerful box (may I 
suggest production?) that would be nice--

Incident Management Console-Reports

On ReportSelection popup choose this Report Name:
Incident-Incident Information-All Incidents-Incicent Details By Date Range

For Start Date and End Date select dates that would give you at least 500 
Incidents in your environment. Closer to 1000 would be nice.

Choose Destination = Screen

Click Run Report and start your Stop Watch

On the prompt asking for titles, just click Ok

Let me know:
(1) how long until the report completes...meaning ReportViewer pop-up has 
finished loading all data (hint where it shows page info like this 1/6+, 
presence of + means its still loading more.

(2) how many Incidents did you catch

(3) does your report have work info included for incidents?

(4) Quick detail of your environment. The network path between your PC and the 
server, how strong is the AR Server/Database

Ok, it's quite some work...but may I plead that I would do this for you? :)

If you want to be really nice to me, if you could do the same report such that 
your date criteria catches no Incidents at all, how much time till the Report 
windows shows up and completes loading with no info on the report?

Thank you in advance.


  

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Re: Resolved: Tomcat Settings for ARS 7.1

[Chowdhury, Tauf]

I'll have to disagree with you on the Mid Tier not working on any drive
but the C drive. Our environment is setup where the C partition is used
only for OS Data and the D partition is where all the app installs are
done. In our environment, the midtier and tomcat are installed on the D
partition. We just have to make sure that the javaclass environment path
settings are pointing to the right directory in the environment
variables section on windows.

 

Tauf Chowdhury 

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 Louise Van Hine
Sent: Monday, February 09, 2009 7:00 PM
To: arslist@ARSLIST.ORG
Subject: Resolved: Tomcat Settings for ARS 7.1

 

** 

A colleague helped me resolve this.  It turns out that the Midtier will
NOT work with Tomcat installed anywhere but on C, unless you want to
change some registry settings in Windows.  I reinstalled Tomcat on C and
it worked okay.

 

Another gotcha is for some reason, perhaps it has to do with a flaw in
the installer, the application administration password and the midtier
passwords got messed up and would not allow a login through the midtier,
regardless of which user I attempted to log in with.  Resetting the same
passwords on the AR Server Administration console as well as resetting
the Midtier administrator password, then checking Validate password
cleared the problem.  But I had done all of that the first time with the
installer.  Apparently it is necessary to go back and add them all in
again.



--- On Sat, 2/7/09, Matt Reinfeldt arsl...@mattreinfeldt.com wrote:

From: Matt Reinfeldt arsl...@mattreinfeldt.com
Subject: Re: Tomcat Settings for ARS 7.1
To: arslist@ARSLIST.ORG
Date: Saturday, February 7, 2009, 9:40 PM

** 

Louise,

 

Check your server.xml file.  That is where all the port
definitions should be.  

 

Good luck,

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine
Sent: Saturday, February 07, 2009 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

Yes, I did configure IIS that way.  the problem is that the instruction
list I have for IIS configuration is not complete.  I'll resume the
fight again Monday - thanks for the tips, Joe!

--- On Fri, 2/6/09, Joe D'Souza jdso...@shyle.net wrote:

From: Joe D'Souza jdso...@shyle.net
Subject: Re: Tomcat Settings for ARS 7.1
To: arslist@ARSLIST.ORG
Date: Friday, February 6, 2009, 7:21 PM

** 

Tomcat and IIS must be both using the same port causing a conflict? What
is your port configuration? By default Tomcat should use 8080 and IIS
should be using 80.

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Louise Van Hine
Sent: Friday, February 06, 2009 7:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

** 

Yes, Tomcat is definitely running.  Although I have not done anything to
configure IIS as yet.  

--- On Fri, 2/6/09, Joe DeSouza joe_rem...@yahoo.com wrote:

From: Joe DeSouza joe_rem...@yahoo.com
Subject: Re: Tomcat Settings for ARS 7.1
To: arslist@ARSLIST.ORG
Date: Friday, February 6, 2009, 5:26 PM

** 

Is Tomcat up and running?

 

Maybe the process is hung? Try restarting after making sure the java
process that starts up tomcat is killed.

 

Joe

 



From: Louise Van Hine lvanh...@yahoo.com
To: arslist@ARSLIST.ORG
Sent: Friday, February 6, 2009 3:07:56 PM
Subject: Re: Tomcat Settings for ARS 7.1

** 

I saw something rush by here yesterday about Tomcat installation and the
application being configured with port 8080 commented out?  Could
whoever put that up there please show how to uncomment that, because I
think I am having that problem - the localhost won't show anything when
I try to open the page.

 

Thanks!

 

Louise van Hine

--- On Thu, 2/5/09, Joe DeSouza joe_rem...@yahoo.com wrote:

From: Joe DeSouza joe_rem...@yahoo.com
Subject: Re: Tomcat Settings for ARS 7.1
To: arslist@ARSLIST.ORG
Date: Thursday, February 5, 2009, 7:14 PM

** 

Kishor (I assume that's your name),

 

I used to get OutOfMemory crashes too with 7.1 Patch 003 of the
mid-tier. What version of the mid-tier application are you on?

 

Recently I switched to patch 006 and it ceased to crash my tomcat server
ever so often. In fact none of my 10 servers have crashed as yet and its
been 3 days. According to Remedy support a memory related issue was
addressed on patch 006 which addressed OutOfMemory errors. Read the
readme files for all the bugs that were resolved by Patch 006..

 

Read my posts about tomcat settings where someone else on the list asked
something similar..

 

Cheers

 

Joe

 

Re: Somebody please run this ITSM 7 report for me

[Chowdhury, Tauf]

For your first question, I didn't get the + symbol at all. After the time I 
gave you, the report page displayed with 1/253 pages.

For the 2nd question, the CSV export was done on all fields on the incident 
form for that qualification which returned 2138 records. The time to completion 
was: 2 minutes, 38 seconds.


Tauf Chowdhury 
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: Monday, February 09, 2009 7:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Somebody please run this ITSM 7 report for me

Wow, that puts my system to shame. How many pages did you get in the report?

Can you please confirm that you waited until info about all the incidents were 
loaded on the Report Preview screen and that the page counter such as 1/7+ 
did not have the + sign any more?

One last favor...can you pleas use the same search criteria on Incident screen 
and report on all the incidents, and report on all fields to a csv file and 
tell me how long for that csv report to complete?

I want to confirm my theory that I have general slowness in my setup compared 
to yours, that accounts for all or a big part of the report slowness here?

Thanks a lot for trying this out for me.


--- On Mon, 2/9/09, Chowdhury, Tauf tauf.chowdh...@frx.com wrote:

 From: Chowdhury, Tauf tauf.chowdh...@frx.com
 Subject: Re: Somebody please run this ITSM 7 report for me
 To: arslist@ARSLIST.ORG
 Date: Monday, February 9, 2009, 5:52 PM
 Rabi,
 Here's the qualification I ran on that canned report
 (in user tool):
 ('100560' = 02/01/09 12:00:00
 AM AND '100560' = 02/09/09
 5:43:53 PM)
 
 It returned 2138 records and it took 1 minute, 12 seconds.
 Work info IS included in my system.
 
 I am currently in the same building as the datacenter that
 houses both the App servers and DB server. Obviously, the DB
 is remote to the application. DB is oracle. 
 Our App servers are virtual servers on Win2k3 with 8gb of
 RAM and Quad 3ghz xeon processors.
 Not too sure about the DB but it is running on an AIX
 cluster with a Gig Ethernet link.
 Hope this helps.
 
 
 Tauf Chowdhury 
 Analyst, Service Management
 Office: 631.858.7765
 Mobile:646.483.2779
 
  
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
 Sent: Monday, February 09, 2009 2:04 PM
 To: arslist@ARSLIST.ORG
 Subject: Somebody please run this ITSM 7 report for me
 
 Hi all,
 I have complaints of slow or never-ending reporting in ITSM
 7. After a lot of looking around, I am wondering if the
 inherent design of the reports is a big factor. Such as a
 Join done in the report (with a subreport), ODBC overhead
 etc.
 
 Can somebody run this report for me and tell me how long it
 takes. If you can use Remedy User instead of a browser and
 do this on a powerful box (may I suggest production?) that
 would be nice--
 
 Incident Management Console-Reports
 
 On ReportSelection popup choose this
 Report Name:
 Incident-Incident Information-All
 Incidents-Incicent Details By Date Range
 
 For Start Date and End Date select
 dates that would give you at least 500 Incidents in your
 environment. Closer to 1000 would be nice.
 
 Choose Destination = Screen
 
 Click Run Report and start your Stop
 Watch
 
 On the prompt asking for titles, just click Ok
 
 Let me know:
 (1) how long until the report completes...meaning
 ReportViewer pop-up has finished loading all data (hint
 where it shows page info like this 1/6+,
 presence of + means its still loading more.
 
 (2) how many Incidents did you catch
 
 (3) does your report have work info included
 for incidents?
 
 (4) Quick detail of your environment. The network path
 between your PC and the server, how strong is
 the AR Server/Database
 
 Ok, it's quite some work...but may I plead that I would
 do this for you? :)
 
 If you want to be really nice to me, if you could do the
 same report such that your date criteria catches no
 Incidents at all, how much time till the Report windows
 shows up and completes loading with no info on the report?
 
 Thank you in advance.
 
 
   
 
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