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-- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Relating multiple CI's to a change template results in production AND discovery datasets - RESOLVED
Found the culprit. The active link INT:ASICHG:ASA:MultipleAssociate_105_SubmitCHGTemplateAssoc in the guide ASI:ASA:MutipleAssociationPush was not pushing the DatasetID variable to the right place, so the Lookup Join form was displaying the production AND staging records. Curiously it was necessary to push this value to the DatasetID field on the CHG:Template Association form. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Chris Danaceau Sent: Mon 5/2/2011 3:08 PM To: arslist@ARSLIST.ORG Subject: Relating multiple CI's to a change template results in production AND discovery datasets ** ITSM 7.6.03 ARS 7.6.03 I have a customer who wants a Change Template for Windows Server patches. The template would include all matching windows servers. When I relate them one at a time things work just fine. When I select more than one to relate, the application creates CHG:Template Association records for the BMC.ASSET dataset AND my staging Dataset. Ran AL and filter logs on this and did not see the second create. Has anyone else run into this? -- Chris Danaceau AttivaSoft Solutions Architect _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Relating multiple CI's to a change template results in production AND discovery datasets
ITSM 7.6.03 ARS 7.6.03 I have a customer who wants a Change Template for Windows Server patches. The template would include all matching windows servers. When I relate them one at a time things work just fine. When I select more than one to relate, the application creates CHG:Template Association records for the BMC.ASSET dataset AND my staging Dataset. Ran AL and filter logs on this and did not see the second create. Has anyone else run into this? -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Has anyone implemented an event driven AIE exchange in 7.6?
I've set one up at Census to transfer from an AR Form to an external Oracle database. I can make the connection to the external db just fine and I've built the workflow to populate the Application Pending form per the AIE User guide (7.6). The Application Pending record gets created but does not get processed. No status change on that record and nothing to indicate processing on either the instance log or the debug log for the exchange. AIE is configured for an AsyncInterfal of 1. Here's the output from the debug log (every minute) [Mon Apr 25 2011 15:10:55.0870] - + ARGetListEntry -- Form[Application Pending] [Mon Apr 25 2011 15:10:55.0950] - TimedEventDrivenExchange: No event-driven requests ready to process in async queue FWIW: Category = EIE Command = Form = Source ID = New Tag = Immediate Request Other Short = -r $Request ID$ (for the particular record to transfer) -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Defer If NULL Question
So I understand from the Reconciliation guide for 7.6.03 that Defer if NULL setting uses a non-NULL attribute value over a NULL value regardless of dataset precedence. Does this only apply to the discovery datasets or should this rule be in effect when merging a source dataset into your production dataset? I'm asking because I've tried this for an attribute where production has a higher precedence and and is NULL, and the non NULL attribute did not get merged. -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Error putting Printer CI in Inventory Location - RESOLVED
Found the KB/Defect right after I sent this: KB KA317461, Defect SW SW00358735. The solution was to remove some of the associated froms from the second filter (including Printer, Computer System) -- Chris Danaceau AttivaSoft Solutions Architect From: Chris Danaceau Sent: Wed 4/6/2011 11:24 AM To: arslist@arslist.org Subject: Error putting Printer CI in Inventory Location ARS/CMDB/ITSM 7.6 My Inventory team has Laptops, PC's and Printers that can be stored in inventory locations when not deployed. I created a handfull of inventory location CI's per the Asset User Guide. Then I modified one of my Printers, setting the status to "In Inventory," and selected an inventory location CI from the dialog form. Upon saving the record I got the following error message: "Invalid rel endpoint class Id : Rel(clsId:BMC_INVENTORYEQUIPMENT instId: AG00505690411eFYScTQkHhGFAA-ph can't be created. attribute class Id value is not a valid endpoint for this relationship class: BMC_PRINTER (ARERR 120100)" When I logged the workflow I found the following 2 filters firing: ASI:SHR:CreateStorageRelation_Push ASI:SHR:CreateStorageRelation_Push_Equip The first one makes sense, the second does not. It's trying to create an EquipmentInventory relationship which makes no sense to me, since the Printer CI is in the BMC_Printer Class (child of BMC_ComputerSystem). The Run If qualification for the second filter does not distinguish based on Class ID. Anyone else experience this? Any chance it's a known bug in Asset Management? -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Error putting Printer CI in Inventory Location
ARS/CMDB/ITSM 7.6 My Inventory team has Laptops, PC's and Printers that can be stored in inventory locations when not deployed. I created a handfull of inventory location CI's per the Asset User Guide. Then I modified one of my Printers, setting the status to "In Inventory," and selected an inventory location CI from the dialog form. Upon saving the record I got the following error message: "Invalid rel endpoint class Id : Rel(clsId:BMC_INVENTORYEQUIPMENT instId: AG00505690411eFYScTQkHhGFAA-ph can't be created. attribute class Id value is not a valid endpoint for this relationship class: BMC_PRINTER (ARERR 120100)" When I logged the workflow I found the following 2 filters firing: ASI:SHR:CreateStorageRelation_Push ASI:SHR:CreateStorageRelation_Push_Equip The first one makes sense, the second does not. It's trying to create an EquipmentInventory relationship which makes no sense to me, since the Printer CI is in the BMC_Printer Class (child of BMC_ComputerSystem). The Run If qualification for the second filter does not distinguish based on Class ID. Anyone else experience this? Any chance it's a known bug in Asset Management? -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Can't modify Asset in production data set - Submitter Mode Locked error
ARS 7.6.3 ITSM/CMDB 7.6.3 AR Server Set to Submitter Mode = "Locked" I tried to modify a CI in my production dataset and ran into a the following error: ARERR [371] You cannot change the value of the Submitter field -- the "Submitter Mode" of the system is configured to be locked : 2 The preceding message occurred during the execution of active link ASI:SHR:GenericSave_003_CreateModify_EnabledSandBox_SomethingInSandbox -- action 2. (ARNOTE 1101) This was on a CI that had been Normalized and Reconciled. I checked the workflow logs and the AL in question is executing a push fields action that matches all field ID's. I would suppose that since the $SUBMITTER$ value was NOT me the Submitter Mode Locked logic is firing. Has anyone else run into this? Seems like a significant bug to me, since it wouldn't allow Support Users to update CI's for which they are configured as supporting. -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: User profile modification question...
Richard, People records have supported images since 7.0 in ITSM. On the General tab there is an attachment field for an image which is displayed in a view field at top right of the form. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Richard Copits Sent: Wed 3/2/2011 2:44 PM To: arslist@ARSLIST.ORG Subject: User profile modification question... ** I've been asked how to add a graphic/picture to the users profile. I've combed the profile setup in the system as well as read the config. manual for 7.5 but can't find anything on being able to add a graphic/picture/etc. to a user profile. Can it be done, and if so, where would it be explained how to do it? Thanks! Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Who has imported Service Targets to a 7.6.3 environment
ITSM 7.6.3, Linux environment. Exported Service Target from a 7.1 application environment. Export successfull. Moved the ARX file to a directory on my new application server. When imported the service target (only 1) I got the following messages in the log file: 1. It listed the path for arimport.exe (apparently only relevant for a windows server) 2. Warning - Non zero return code from runmacro system call Please check the importcmd log file is OK nor not 3. Also see additional Log File /home/remedy/SLA_Imports/VIP_Target2_arimportcmd.log for result Item #3 is interesting since I named my log file VIP_Target2.log and the file named in the logs doesn't exist. Of course when I went to the SLM Console I did not see my service target. First of all, has anyone imported 7.1 Service Targets to a 7.6 environment? Second, any known issues with SLM import in general in 7.6? Thanks, -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: How much memory should I have for Developer Studio to perform well?
Fred, here's the entirety of my devstudio.ini file -vm C:\Program Files\Java\jre1.6.0\bin\javaw.exe -vmargs -Xms64m -Xmx512m -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Grooms, Frederick W Sent: Wed 2/16/2011 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: How much memory should I have for Developer Studio to perform well? What are your memory settings from the devstudio.ini? How fragmented is your drive (especially the paging file)? (If you haven't done so, go grab page defrag from the SysInternals suite http://technet.microsoft.com/en-us/sysinternals) I run devstudio with: -Xms512m -Xmx1024m Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: Wednesday, February 16, 2011 3:09 PM To: arslist@ARSLIST.ORG Subject: How much memory should I have for Developer Studio to perform well? ** I'm inside my corporate network on a machine with 2G RAM running XP Professional. Sometimes it won't open new objects until I close other windows (other apps) and working today performance finally degraded to the point where it's unusable. This is a 7.6.3 environment FWIW. Thanks, -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
How much memory should I have for Developer Studio to perform well?
I'm inside my corporate network on a machine with 2G RAM running XP Professional. Sometimes it won't open new objects until I close other windows (other apps) and working today performance finally degraded to the point where it's unusable. This is a 7.6.3 environment FWIW. Thanks, -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Has anyone implemented the normalization engine?
Chris the only answer I've gotten from support so far is "What does your environment look like?" But that's another story ... I'll have to try turning off inline normalization. It wasn't working anyway. Thanks, -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of strauss Sent: Thu 1/13/2011 3:50 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Did you follow any recommendation from support, which has consistently told me to set inline normalization OFF to cure a multitude of sins: " On both servers, change the CMDB-Inline-Normalization parameter in ar.cfg from T to F, and then restart the ARS service. After this change and restart, you will see the error going away and an improved performance on the server." They also told me to do this, which was also buried in a tech bulletin: In Atrium Console - Normalization - Configuration Editor - Dataset Configuration tab Set Normalization Features to "Version Normalization" for ALL datasets Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: Thursday, January 13, 2011 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? OK I'm getting smarter at this. I had "Normalize All Instances" deselected. I selected it and ran my job and it did normalize the two CI's I've been testing with. So the scheduled normalization works, but Inline does not seem to be working. -- Chris Danaceau AttivaSoft Solutions Architect ____ From: Action Request System discussion list(ARSList) on behalf of Chris Danaceau Sent: Thu 1/13/2011 3:03 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Thanks Dan, that's how I understood normalization aliases. I did look at the NormalizationStatus field and it now has a value of Not Applicable for Normalization, which I don't understand since the Dataset and Class ARE configured to be normalized. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of arslist Sent: Thu 1/13/2011 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Yes you should just need the Normalized ProdCat (Tier1-Tier3, Product Name), and Manufacturer as well if you wish. The Product Name alias as far as I know is only used for searches, not part of the Normaliation engine which uses data stored in a different form. Have you looked at the NormalizationStatus field yet? Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: January 13, 2011 1:34 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Dan I have set up the "Normalized" product in the product catalog, but not the alias. I had added the alias to the product name alias in the product catalog, thinking it might help, though there is no documentation to suggest this. Adding it to the normalization alias should be sufficient, yes? FYI, last night I did notice that the product name HAD normalized, but my attempts today with Manufacturer have not been successfull. From what I can tell, I need the data set and class set up for normalization, normalization alias for ModelName and/or Manufacturer, and a job for the dataset. I shouldn't need a product catalog or company alias. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of arslist Sent: Thu 1/13/2011 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? ** Did you make sure that the new categorization was also in the Product Catalog? Also, if it is the same as 7.5, once you have run the normalization job on the CI once, there is a hidden NormalizationStatus field that prevents the normalization from running again. You can make it "visible" with the Class Manager and then be able to modify it and try again. Dan ________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: January 12, 2011 3:05 PM To: arslist@ARSLIST.ORG Subject: Has anyone implemented the normalization engine? ** I'm trying to do something I think should be very simple. Normalize one or more versions of a product name into a standard name. I created the pro
Re: Has anyone implemented the normalization engine?
OK I'm getting smarter at this. I had "Normalize All Instances" deselected. I selected it and ran my job and it did normalize the two CI's I've been testing with. So the scheduled normalization works, but Inline does not seem to be working. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Chris Danaceau Sent: Thu 1/13/2011 3:03 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Thanks Dan, that's how I understood normalization aliases. I did look at the NormalizationStatus field and it now has a value of Not Applicable for Normalization, which I don't understand since the Dataset and Class ARE configured to be normalized. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of arslist Sent: Thu 1/13/2011 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Yes you should just need the Normalized ProdCat (Tier1-Tier3, Product Name), and Manufacturer as well if you wish. The Product Name alias as far as I know is only used for searches, not part of the Normaliation engine which uses data stored in a different form. Have you looked at the NormalizationStatus field yet? Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: January 13, 2011 1:34 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Dan I have set up the "Normalized" product in the product catalog, but not the alias. I had added the alias to the product name alias in the product catalog, thinking it might help, though there is no documentation to suggest this. Adding it to the normalization alias should be sufficient, yes? FYI, last night I did notice that the product name HAD normalized, but my attempts today with Manufacturer have not been successfull. From what I can tell, I need the data set and class set up for normalization, normalization alias for ModelName and/or Manufacturer, and a job for the dataset. I shouldn't need a product catalog or company alias. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of arslist Sent: Thu 1/13/2011 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? ** Did you make sure that the new categorization was also in the Product Catalog? Also, if it is the same as 7.5, once you have run the normalization job on the CI once, there is a hidden NormalizationStatus field that prevents the normalization from running again. You can make it "visible" with the Class Manager and then be able to modify it and try again. Dan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: January 12, 2011 3:05 PM To: arslist@ARSLIST.ORG Subject: Has anyone implemented the normalization engine? ** I'm trying to do something I think should be very simple. Normalize one or more versions of a product name into a standard name. I created the product, a desktop (Optiplex 745), set up a model name normalization alias, and set up a normalization job for my personal sandbox in a 7.6 environment. After fixing an error that was logged because I hadn't set the product as "Approved," when I run my normalization job it completes w/o erroring on my CI instance (that has the alias model name) but it is not updating my product name as I expected. -- Chris Danaceau AttivaSoft Solutions Architect _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Has anyone implemented the normalization engine?
Thanks Dan, that's how I understood normalization aliases. I did look at the NormalizationStatus field and it now has a value of Not Applicable for Normalization, which I don't understand since the Dataset and Class ARE configured to be normalized. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of arslist Sent: Thu 1/13/2011 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Yes you should just need the Normalized ProdCat (Tier1-Tier3, Product Name), and Manufacturer as well if you wish. The Product Name alias as far as I know is only used for searches, not part of the Normaliation engine which uses data stored in a different form. Have you looked at the NormalizationStatus field yet? Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: January 13, 2011 1:34 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? Dan I have set up the "Normalized" product in the product catalog, but not the alias. I had added the alias to the product name alias in the product catalog, thinking it might help, though there is no documentation to suggest this. Adding it to the normalization alias should be sufficient, yes? FYI, last night I did notice that the product name HAD normalized, but my attempts today with Manufacturer have not been successfull. From what I can tell, I need the data set and class set up for normalization, normalization alias for ModelName and/or Manufacturer, and a job for the dataset. I shouldn't need a product catalog or company alias. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of arslist Sent: Thu 1/13/2011 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? ** Did you make sure that the new categorization was also in the Product Catalog? Also, if it is the same as 7.5, once you have run the normalization job on the CI once, there is a hidden NormalizationStatus field that prevents the normalization from running again. You can make it "visible" with the Class Manager and then be able to modify it and try again. Dan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: January 12, 2011 3:05 PM To: arslist@ARSLIST.ORG Subject: Has anyone implemented the normalization engine? ** I'm trying to do something I think should be very simple. Normalize one or more versions of a product name into a standard name. I created the product, a desktop (Optiplex 745), set up a model name normalization alias, and set up a normalization job for my personal sandbox in a 7.6 environment. After fixing an error that was logged because I hadn't set the product as "Approved," when I run my normalization job it completes w/o erroring on my CI instance (that has the alias model name) but it is not updating my product name as I expected. -- Chris Danaceau AttivaSoft Solutions Architect _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Has anyone implemented the normalization engine?
Dan I have set up the "Normalized" product in the product catalog, but not the alias. I had added the alias to the product name alias in the product catalog, thinking it might help, though there is no documentation to suggest this. Adding it to the normalization alias should be sufficient, yes? FYI, last night I did notice that the product name HAD normalized, but my attempts today with Manufacturer have not been successfull. From what I can tell, I need the data set and class set up for normalization, normalization alias for ModelName and/or Manufacturer, and a job for the dataset. I shouldn't need a product catalog or company alias. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of arslist Sent: Thu 1/13/2011 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone implemented the normalization engine? ** Did you make sure that the new categorization was also in the Product Catalog? Also, if it is the same as 7.5, once you have run the normalization job on the CI once, there is a hidden NormalizationStatus field that prevents the normalization from running again. You can make it "visible" with the Class Manager and then be able to modify it and try again. Dan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Danaceau Sent: January 12, 2011 3:05 PM To: arslist@ARSLIST.ORG Subject: Has anyone implemented the normalization engine? ** I'm trying to do something I think should be very simple. Normalize one or more versions of a product name into a standard name. I created the product, a desktop (Optiplex 745), set up a model name normalization alias, and set up a normalization job for my personal sandbox in a 7.6 environment. After fixing an error that was logged because I hadn't set the product as "Approved," when I run my normalization job it completes w/o erroring on my CI instance (that has the alias model name) but it is not updating my product name as I expected. -- Chris Danaceau AttivaSoft Solutions Architect _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Has anyone implemented the normalization engine?
I'm trying to do something I think should be very simple. Normalize one or more versions of a product name into a standard name. I created the product, a desktop (Optiplex 745), set up a model name normalization alias, and set up a normalization job for my personal sandbox in a 7.6 environment. After fixing an error that was logged because I hadn't set the product as "Approved," when I run my normalization job it completes w/o erroring on my CI instance (that has the alias model name) but it is not updating my product name as I expected. -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Email Engine Errors - Seen this before?
It looks like the problem was one of the messages on the Lotus Notes server. We cleared the inbox and that seems to have resolved the issue. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Grooms, Frederick W Sent: Mon 12/13/2010 4:11 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Errors - Seen this before? Is there an email message in the mailbox with a size > 65,000 bytes? What are your java memory settings for the Email Engine? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chris Danaceau Sent: Monday, December 13, 2010 2:48 PM To: arslist@ARSLIST.ORG Subject: Email Engine Errors - Seen this before? We're getting a cryptic email engine error. ARS 7.1 platform. SUSE Linux 10; Oracle 10g R2. It's for a mailbox that's been established and working since September of this year. I've checked the credentials. This is for an IMAP connection to a Lotus Notes mail in database. It had been repeating every minute (our poll rate). We restarted the email engine and now it occurs once at restart, but new messages are not being retrieved. A104 NO CLOSE Memory allocation request exceeded 65,000 bytes javax.mail.MessagingException: A104 NO CLOSE Memory allocation request exceeded 65,000 bytes; nested exception is: com.sun.mail.iap.CommandFailedException: A104 NO CLOSE Memory allocation request exceeded 65,000 bytes at com.sun.mail.imap.IMAPFolder.close(IMAPFolder.java:1003) at com.sun.mail.imap.IMAPFolder.close(IMAPFolder.java:935) at com.bmc.arsys.emaildaemon.ReceiverModule.terminateIncommingMailbox(ReceiverModule.java:1940) at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:397) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Any help is appreciated Thanks, -- Chris Danaceau ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Email Engine Errors - Seen this before?
We're getting a cryptic email engine error. ARS 7.1 platform. SUSE Linux 10; Oracle 10g R2. It's for a mailbox that's been established and working since September of this year. I've checked the credentials. This is for an IMAP connection to a Lotus Notes mail in database. It had been repeating every minute (our poll rate). We restarted the email engine and now it occurs once at restart, but new messages are not being retrieved. A104 NO CLOSE Memory allocation request exceeded 65,000 bytes javax.mail.MessagingException: A104 NO CLOSE Memory allocation request exceeded 65,000 bytes; nested exception is: com.sun.mail.iap.CommandFailedException: A104 NO CLOSE Memory allocation request exceeded 65,000 bytes at com.sun.mail.imap.IMAPFolder.close(IMAPFolder.java:1003) at com.sun.mail.imap.IMAPFolder.close(IMAPFolder.java:935) at com.bmc.arsys.emaildaemon.ReceiverModule.terminateIncommingMailbox(ReceiverModule.java:1940) at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:397) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Any help is appreciated Thanks, -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Service Target Behavior SLM 7.1 vs. 7.6
Thanks, Jon. That's exactly the info I was looking for. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Weigand, John Sent: Fri 10/29/2010 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Service Target Behavior SLM 7.1 vs. 7.6 ** Hi Chris, In SLM 7.1.00 this was a defect. In this scenario, the time that the service target (SVT) is not attached should be treated as "Pending" time unless the SVT is in a Service Target Group in which case it will inherit the appropriate measurement information from the previously attached SVT. This was fixed in 7.1 patch 002 and also moved into the newer code lines including 7.6.00. Thanks, John From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chris Danaceau Sent: Friday, October 29, 2010 8:42 AM To: arslist@ARSLIST.ORG Subject: Service Target Behavior SLM 7.1 vs. 7.6 ** I have essentially the same Service Target built on 7.1 and 7.6. It's attached to a particular Support Group (Group A). For Measurement, Reset Goal for Same Request = "No" and Allow Service Target to Re-Open = "Yes." The setting to 'Use Start Time as defined on the Application Form' is NOT checked. In 7.1 when the ticket is assigned to another group then back to Group A the original goal time remains the same. In 7.6 the goal is adjusted to account for the time the ticket was assigned to a different group (and thus Detached). Does anyone know if the behavior for measuring changed in 7.6 to account for these differences in behavior? My requirement is to pause the measurement when the Incident is not assigned to Group A. Thanks, -- Chris Danaceau AttivaSoft Solutions Architect _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Service Target Behavior SLM 7.1 vs. 7.6
I have essentially the same Service Target built on 7.1 and 7.6. It's attached to a particular Support Group (Group A). For Measurement, Reset Goal for Same Request = "No" and Allow Service Target to Re-Open = "Yes." The setting to 'Use Start Time as defined on the Application Form' is NOT checked. In 7.1 when the ticket is assigned to another group then back to Group A the original goal time remains the same. In 7.6 the goal is adjusted to account for the time the ticket was assigned to a different group (and thus Detached). Does anyone know if the behavior for measuring changed in 7.6 to account for these differences in behavior? My requirement is to pause the measurement when the Incident is not assigned to Group A. Thanks, -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Indexing Values Rarely Used
It would take up additional storage, and add extra processing time when records were submitted or the value was modified. And in the end the index would probably not even be used when the db analyzer determined it's low value. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Frank Caruso Sent: Mon 10/25/2010 11:33 AM To: arslist@ARSLIST.ORG Subject: Re: Indexing Values Rarely Used ** Because they want to be able to search on that field with no other criteria. Its sort of like a pointer to an end user that may or may be included in a ticket. Anyhow, I was just hoping that adding the index would not put any extra strain on the database because the value would not often be included. On Mon, Oct 25, 2010 at 10:14 AM, Jarl Grøneng wrote: Why do you need an index on a column that rarely contains a value? -- J 2010/10/22 Frank Caruso : > ** Oracle 10G on Solaris 10 > > If in an index is added to a form against a single column but that column > rarely contains a value, does it have the same impact on the database as a > column that is indexed against a required field? > > My thought is that if there is no value provided for the column then the > database does not perform any extra work to maintain the index. > > Thank you > > Frank > _attend WWRUG10 www.wwrug.com <http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> attend wwrug11 www.wwrug.com <http://www.wwrug.com/> ARSList: "Where the Answers Are" _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Product Categorization are not appearing in Search change
When you are searching the Change form are you selecting a Company? On a new change the customer defaults to you with your Company - which drives the Categorization selections. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of IT (Amanullah Bashir Ahmed) Sent: Wed 10/6/2010 2:31 AM To: arslist@ARSLIST.ORG Subject: Product Categorization are not appearing in Search change ** Hi there, Version 7.1 I have configured Product Categorization successfully and its working fine but issue is when I am clicking search change, the change form open and in Product Categorization nothing is appearing but when I am clicking New Change then all product categorization are there. In search change why product categorization is not appearing? Can anybody tell me how to resolve this issue. Thanks & Regards Amanullah DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Login ID field
The filter is retrieving the field from a different form, 'CTM:SupportGrpShiftAssocLookUp' -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Mauro Monteiro Sent: Tue 7/20/2010 9:44 PM To: arslist@ARSLIST.ORG Subject: Login ID field ** Hi all, Another question about filter HPD:INC:ValidateAsgneeShft_054. I noted that this filter is responsible for updating the field 'z1D Char01' using the value $Login ID$. According to my understanding, it means that field 'z1D Char01' will be set with the value of field Login ID, right? The issue is I can not find the field Login ID on form HPD:Help Desk. I only found a field named Login_ID (please, note the underscore). Why? -- []'s Mauro _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: SYS Notification Messages Additional field configuration
Thanks Shane! I was just looking through the workflow to add more fields so some of the Incident notifications. They were already in the forms and workflow so I just had to add them to the SYS:Notification Messages; but there's one more that isn't in the workflow that I can use this procedure for. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Shane Buchholz Sent: Mon 7/12/2010 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: SYS Notification Messages Additional field configuration ** Raja, There is some workflow that needs to be modified as well in order to make this work. I am providing a link to information that should hopefully help. http://www.remedyars.com/wiki/index.php?title=Adding_a_New_Field_to_Notifications Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raja V Sent: Wednesday, July 07, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: SYS Notification Messages Additional field configuration ** Hi Listers, I want to add additional fields SYS Notification Messages form so I followed the below method to configure additional fields into the form list, 1. Open SYS:Form Field Selection form 2. Configure selection type as notification message selection 3. Module Name is Incident 4. Form Name and Select Fields From+ is HPD:Help Desk 5. Menu Label 1 is custom field from help desk form 6. Menu value 1, custom name for the selected field 7. Selection Code, I gave a custom code 20 8. Saved the form. Field Selection in SYS Notification Form 1. Select Module name as incident 2. Form Name as HPD:Help Desk 3. Select Message body Menu The configured field did appeared on the SYS Notification Form Menu List. But the configuration doesn't seems to be ending there, when I select the option that I created I am juz getting a blank space in the email body, when I select the field other than I configured I am getting #fieldname#. Any suggestion on this... I want the configured field to appear once I select. Do I have to configure anywhere else? Thanks & Regards, Raja V Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Incident Module - Reported Source
I just did this. Start by querying the database for that field id to get an idea of what other forms carry the same field (for example, the HPD:Incident_InterfaceCreate) and may pass (or receive it) from the HPD:Help Desk form. You'll want to make the same changes to all the forms that have a dependency. In my case I was only modifying an existing value so I left alone anything that was not customer facing. Fortunately this is a custom selection field so you can remove/replace/insert values without adversely affecting existing data. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Martinez, Marcelo A Sent: Wed 6/9/2010 12:20 PM To: arslist@ARSLIST.ORG Subject: Incident Module - Reported Source I have been asked to modify and remove some of the selection attributes for the field "Reported Source" in Incident Management (ITSM 7.0.03). I would like to know if there is any adverse effect in removing selection values. For example: Delete option "Fax". Rename option "Systems Management" to System Generated. Etc. Also, going forward, what is the best way to find out if changing a OOB field or field value will affect other OOB functionality (i.e. notifications, approvals, SLAs, etc)? Thanks, Marcelo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Data Management tool error Invalid Product Catalog
It's probably refering to the fact that the Product tiers you specified in the PCT-ProductCompanyAssoc sheet for that record are not present in the Product Catalog sheet (or present in your life product Catalog form). -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Atherly Sent: Fri 5/7/2010 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Data Management tool error Invalid Product Catalog ** Thanks for the reply I running PCT-ProductCompanyAssoc when I get the error message. _ John Atherly | APC by Schneider Electric | Information, Process & Organization (IPO) | Remedy Administrator / Developer Phone: +401-7899-5735 ext. 2120 | Fax: +401-789-3710 | Email: john.athe...@apcc.com <mailto:%20john.athe...@apcc.com> | Site: www.apc.com/ <http://www.apc.com/> | Address: 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail Chris Danaceau Sent by: "Action Request System discussion list(ARSList)" 05/04/2010 11:16 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Data Management tool error Invalid Product Catalog John, I didn't see that you specified which staging records had that error? It sounds like you've got records which are dependent upon the product catalog (i.e. Assignment) where you have it specified in the dependent record but not in your product catalog load or in your live Product Configuration forms. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Atherly Sent: Tue 4/27/2010 3:15 PM To: arslist@ARSLIST.ORG Subject: Data Management tool error Invalid Product Catalog ** I've been trying to use the Data Management Tool in 7.5 to load my Foundation data from the work sheets provided by BMC. Remedy converts then into csv file format and then loads the data into Remedy. Once the data is load I run the Validate. After Validation is done all records are mark with an error Invalid Product Catalog The work sheets do not contain a column called Product Catalog. I've run logs on the client and the server and can't even see when the error feild is being populated. 7.5.00 Patch 003 Windows Server 2003 _ John Atherly | APC by Schneider Electric | Information, Process & Organization (IPO) | Remedy Administrator / Developer Phone: +401-7899-5735 ext. 2120 | Fax: +401-789-3710 | Email: john.athe...@apcc.com <mailto:%20john.athe...@apcc.com> | Site: www.apc.com/ <http://www.apc.com/> | Address: 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Data Management tool error Invalid Product Catalog
John, I didn't see that you specified which staging records had that error? It sounds like you've got records which are dependent upon the product catalog (i.e. Assignment) where you have it specified in the dependent record but not in your product catalog load or in your live Product Configuration forms. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Atherly Sent: Tue 4/27/2010 3:15 PM To: arslist@ARSLIST.ORG Subject: Data Management tool error Invalid Product Catalog ** I've been trying to use the Data Management Tool in 7.5 to load my Foundation data from the work sheets provided by BMC. Remedy converts then into csv file format and then loads the data into Remedy. Once the data is load I run the Validate. After Validation is done all records are mark with an error Invalid Product Catalog The work sheets do not contain a column called Product Catalog. I've run logs on the client and the server and can't even see when the error feild is being populated. 7.5.00 Patch 003 Windows Server 2003 _ John Atherly | APC by Schneider Electric | Information, Process & Organization (IPO) | Remedy Administrator / Developer Phone: +401-7899-5735 ext. 2120 | Fax: +401-789-3710 | Email: john.athe...@apcc.com <mailto:%20john.athe...@apcc.com> | Site: www.apc.com/ <http://www.apc.com/> | Address: 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Catalog Mappign in ITSM 7.1 - Changing the default from -Global-
We'd like to change the default association mapping from -Global- with all modules to (at least) our Operating Company. I saw in the Application Configuration that there is a "Catalog Mapping" setting and was hoping that changing the All Modules record here would have that effect when new Operational or Product catalogs were added. It did not work that way. The default mapping was still for the -Global- company. Does anyone know how to effect this change? And what IS the purpose of the "Catalog Mapping" configuration? TIA -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Work Order Template Question
Have you considered using the Remedy Import tool to accomplish this? Export the data to a .csv file along with the Request ID (field 1), make the necessary changes and re-import using the "update data" option. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Pierson, Shawn Sent: Thu 2/11/2010 2:58 PM To: arslist@ARSLIST.ORG Subject: Work Order Template Question ** Good afternoon, Has anyone been asked to update a Work Order Template by adding a new mapping to one of the fields on the Details or Details 2 tabs, and needed to populate those fields on existing Work Orders? If so, how would you go about at least adding the fields. The data can be manually updated, but the only thing I've been able to come up with is using SQL or an Escalation to add the field names to the existing Work Orders. Any assistance would be greatly appreciated. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Table Qualification
Try adding an extra set of parens after 'Status' = "Proposed" AND (... all the other stuff ...) You want to make sure the status is evaluated completely separately from the other pieces of the statement. Without this extra set of parens the Status phrase will be evalueated with your first approver# phrase, and the rest of them will be evaluated independently. The AND takes precedence over the OR operator here so you need the extra parens to override that and group all your approver# phrases togeather. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Boylan, David Sent: Fri 1/8/2010 3:58 PM To: arslist@ARSLIST.ORG Subject: Re: Table Qualification ** Hi Mark, Strangely enough, I tried that and I get a qualification line error at position (1070). This would be the final paren. I even tried copy and pasting your text and still get the same error. ARS insists on removing the ) at the end and putting one at the front. I'm still scratching my head on this one! Dave _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Analytics Trainer
From: Action Request System discussion list(ARSList) on behalf of honormine Sent: Wed 11/25/2009 2:36 AM To: arslist@ARSLIST.ORG Subject: Re: Analytics Trainer I have to say that I'm a beginner in this area,I would appreciate it very much if you would give me some advice. I think he just did. > > This was a general posting to the ARSList community, not directed at > anyone in particular. > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Macro problems with Data Management Tool
ARS 7.1, ITSM 7.03, p8 Trying to use the DM tool to load People. Macro security is set to Low. Continuously running into debug errors when the conversion is in progress for each sheet. Anyone else come across this ? If so, any suggestions? -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: ITSM Auto-Assignment to Individual Rules
So using the round robin process as an example, would you set up rules specific to the individual support groups that took precedence over the OOB general assignment rule? -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Greg Donalson Sent: Thu 4/30/2009 8:13 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Auto-Assignment to Individual Rules ** Hi Mike, If you go to this form (Assignment Engine Administration), you can set all of this up there. Page 425 in the "BMC Remedy Action Request System 7.0 Configuring" pdf explains how to do it. Greg Donalson Schlumberger From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mike Hennessy Sent: Wednesday, April 29, 2009 9:31 PM To: arslist@ARSLIST.ORG Subject: ITSM Auto-Assignment to Individual Rules ** Out of the box, the ITSM applications allow you to set individual auto-assignment to either None, Round Robin, Capacity, or Workload, per application. We'd like to see how difficult it would be to set auto-assignment to one of those options per support group, instead of per application. For example, Support Group A would like to have tickets that are assigned to their group not integrated with the Assignment Engine, so that the individual members of the group can monitor their own queues and cherry-pick tickets as they see one they have time to work on or would like to work on. Support Group B, however, might like to have tickets that are assigned to their group, auto-assigned to individuals using the Round Robin approach. Support Group C, might like to use the Capacity-based method. I have a suspicion that this is possible by creating some modified or custom Assignement Engine processes, and by adding the Round Robin, Capacity, Workload, or No Assignment Engine Integration options to the Support Group form, so it can be configured by the data admins for each support group, but I cannot figure out how to do it, or if it is even possible (without a major overhaul of the OOTB functionality). Anybody have any opinions or thoughts on this? -- Mike Hennessy Mobile: +1-732-551-5591 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Change Notification Question - CI Owners
I did not see this looking through the Change and Asset notifications. Is there a notification that gets sent to a CI owner upon completion of a related Change request? ITSM 7, patch 9 (Change and Asset) ARS 7.1 patch 6 TIA -- Chris Danaceau AttivaSoft Solutions Architect ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: SQL statement
I don't know if you can do what you are attempting to do. Normally a Set Fields SQL statement reads from the ARSystem database. Look at your error message it's an Oracle error. I'm assuming your underlying database is Oracle, correct? -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Kelley Sent: Thu 4/16/2009 5:13 PM To: arslist@ARSLIST.ORG Subject: SQL statement Need a little help with an SQL statement. I am trying to populate fields in INC management from an Access Database on a shared network drive. My set field SQL statement so far is : SELECT * FROM File: //usranfb/transfer/Shopinfo/shopdetail.mdb WHERE SHOP_PFCNTR = $Shop number$ When I populate the shop number in my INC I get the following error. "ARERR [552] Failure during SQL operation to the database : ORA-00903: invalid table name" I don't think it knows where the location is. Help * This e-mail message, including any attachments, is for the sole use of the addressee(s) to whom it has been sent, and may contain information that is confidential or legally protected. If you are not the intended recipient or have received this message in error, you are not authorized to copy, distribute, or otherwise use this message or its attachments. Please notify the sender immediately by return e-mail and permanently delete this message and any attachments. Dunkin' Brands Inc. makes no warranty that this e-mail is error or virus free. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Change Manager Role in Change Management 7
I agree with Tauf. It sounds like your assignee's are fulfilling the change manager role, so configure them as such. You have numerous options for setting up management as approvers w/o having them interact with the application. Either based on assignee like Tauf suggests or individual or group approvers based on other criteria. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Chowdhury, Tauf Sent: Wed 4/15/2009 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Change Manager Role in Change Management 7 ** >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 Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: import Templates?
Actually it's done by active links - so no chance of a Merge operation! IIRC when I did this several months ago manually (w/o the DM tool) I pushed the Template ID and the Authoring group information over to the HPD:TemplageSPGAssoc form. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Mon 4/13/2009 11:41 AM To: arslist@ARSLIST.ORG Subject: Re: import Templates? ** I just took a quick look. When you click on the Select Template link on an Incident, it opens the HPD:TemplateSPGLookUp form, which is a join form between HPD:Template and HPD:TemplateSPGAssoc. I'm guessing that second form contains entries about which support groups are allowed to use the templates on the Authored For Groups tab on the Incident template. By default, it probably contains the group specified for Authoring Group. I would be that there is a set of filters that populates this form when a template is submitted, modified and probably deleted. However, it wouldn't surprise me if they're not configured to fire on Merge, which is what would be necessary for that form to get populated when you import templates. I hope that helps a bit. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Julie L Kanakanui JLKANAKA Sent: Monday, April 13, 2009 7:01 AM To: arslist@ARSLIST.ORG Subject: Re: import Templates? ** Just wanted to thank you for your suggestion Lyle. Still working on this Julie Lyle Taylor Sent by: "Action Request System discussion list(ARSList)" 04/09/2009 06:10 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: import Templates? ** Without looking, I'm wondering if there's another form that needs data in order for them to show up. You might try turning on active link logging and then going in and trying to open a template to see what it's doing and where it's OK for its data. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Julie L Kanakanui JLKANAKA Sent: Thursday, April 09, 2009 3:27 PM To: arslist@ARSLIST.ORG Subject: Re: import Templates? ** Actually we tried that (exporting templates into Excel and comparing) and have done a few tweaks, but so far still no joy Rick Cook Sent by: "Action Request System discussion list(ARSList)" 04/09/2009 05:24 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: import Templates? ** I wonder if they are set up to be shown in the Help Desk application? Try exporting one that works into Excel, and see what fields are different compared to one that doesn't work. I bet that will show the problem. Then you can base your Excel template on data values you know are complete from the application's POV. Rick On Thu, Apr 9, 2009 at 2:20 PM, Julie L Kanakanui JLKANAKA wrote: ** Well, its good to know that it CAN be done, somehow... ! We didn't attempt to use Data Management tool for this (which we have used for Foundation data), just the regular Remedy Import tool. The problem we are seeing is that the template records that were created via import do not show up in the Incident Template Selection form in App Admin, only the templates that were created via App Admin show there. Of course we could have missed mapping a field here or there, but nothing so far is obviously "off". Thanks, Julie Rick Cook mailto:remedyr...@gmail.com> > Sent by: "Action Request System discussion list(ARSList)" mailto:arslist@ARSLIST.ORG> > 04/09/2009 05:11 PM Please respond to arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> To arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> cc Subject Re: import Templates? ** Julie, I know that this can be done, because I've done it. Unfortunately, it's been a over a year ago, so I can't remember the specifics of HOW I did it, and I don't have the code. You might check to see if the Data Loader utility does that, and Effective Technologies has a Datalink application that might, too. What kind of problems are you seeing? Rick On Thu, Apr 9, 2009 at 1:59 PM, Julie L Kanakanui JLKANAKA wrote: ** Hello, For the Remedy 7.1 environment we are in process of building, we have a spreadsheet of template data (100+ records) that includes the data to populate Incident Templates. In attempt to avoid manual entry of this info via App Admin Console, we thought we'd try doing an import of this information into HPD:Template.So far, mixed results.. just wondering if anyone el
Re: Lost Ports and Queues
Ouch! Was it a default setup? That's an editable table so I wonder if you could just add the necessary records back in. I'm sure someone could send you a snapshot. I would but I'm home sick today - no Remedy server access. -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of bruce sisk Sent: Fri 4/10/2009 4:57 PM To: arslist@ARSLIST.ORG Subject: Lost Ports and Queues Hello, Was just in the Admin Console on the Ports and Queues tab and right clicked the table field and hit Clear Table. This has the effect of clearing the table and removing your queues from the table field AND the ar.cfg file. They aren't in the ar.cfg file anymore. Has anyone else seen this?? Anyone know how to get them back?? Is this an Easter egg?? Windows 2003 Server Oracle 10g DB ARS 7.1.0 Patch 6 Bruce Sisk BFS Enterprise PeoplePC Online A better way to Internet http://www.peoplepc.com <http://www.peoplepc.com/> ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: SLM Question
Was there a Manager who asked you to do that who now thinks he understands how it works? -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Sent: Sat 3/28/2009 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Question A little SLM fun I did 2 years ago or so: http://img.skitch.com/20090328-1b4nax88g5nyhiiwn687nybi9f.jpg -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 27, 2009, at 11:24 PM, Shafqat Ayaz wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
