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[Danaceau, Chris]

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Re: Bulk upload of entitlement group peole

[Danaceau, Chris]

I've done so using the Data Import tool.   I mapped Remedy Login ID, Company, 
Person ID, Permission Group, Permission Group ID, and Permission Group Type 
(Entitlement).Target form was ENT:SYS People Entitlement Groups

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Remedy FAQ


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Chaturvedi
Sent: Tuesday, May 10, 2016 5:57 AM
To: arslist@ARSLIST.ORG
Subject: Bulk upload of entitlement group peole

Hi Team,

Please let us know how we can perform bulk upload of people in an entitlement 
group.

We have a RoD setup so sever are not accessible,

Sent from my iPhone
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Re: Cry for help! Task Management System

[Danaceau, Chris]

Warren I’ve done a LOT of this over the past few years at my current job.
Sequencing groups, flow groups, and passing variable data between tasks.  Happy 
to help with any specific questions.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, April 12, 2016 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Cry for help! Task Management System

**
For the last week, I have been trying to find some documentation that actually 
explains how to go about creating tasks and task group templates.  And as 
usual, I am left with the opinion that the Documentation for Remedy has become 
an absolute embarrassment!
I was able to find (under Change Management) a 19 page document on TMS, but 
while it extensively explained what I would call the theory behind the process, 
it did not give instructions on how to actually create these templates.
Basically, I have not found a decent piece of documentation that says "Here are 
the steps you take to create a Task Group".  This is the kind of information 
these fields want.  Same for Task Templates.  You know A MANUAL!
Does anyone know where I might find this information (ARS/ITSM 9.0.01)?  It 
wouldn't surprise me if I have been looking in the wrong place.

Anyone else have similar issues with the Documentation Wiki?

--
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Remedy Developer
410-533-5367
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Re: ITSM 8 - Requested record is locked

[Danaceau, Chris]

Might be coming from the DB.  Try turning on database logging as well.



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FINRA
Remedy FAQ

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: Tuesday, September 22, 2015 4:12 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 8 - Requested record is locked

**

HI



Need some awesome advice from you guys please. We are running AR System 8.1.02 
with ITSM 8.1

What we are finding, is that when a user is working on a ticket, they will 
sometimes get this error message:



Requested record is locked by another user, please retry. (ARERR 566)



We have turned on filter logging to try and find the code that is doing this 
and havent been able to locate it.

Any advice on this error or where we can disable this error as it is causing 
more problems and irritation than is worth.



Thanks

Brad
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Re: Scheduled Report is not running in BMC remedy 8.1

[Danaceau, Chris]

Also check your escalation logs.  I had an escalation in the same pool error 
out and it severely delayed my scheduled reports.

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240-386-6728 (desk)
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jithin T.R
Sent: Monday, September 07, 2015 4:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Scheduled Report is not running in BMC remedy 8.1

**
Hi Bruce,

Thanks for your time.

I have issue with Scheduled web report.

Hi Ravi,

Thank you for your time on this.

However, we are not getting any error while running this report manually  and 
it occurs only for scheduled report.

Today some users received an error through email as below.

org.eclipse.birt.report.engine.api.impl.RunAndRenderTask.doRun(RunAndRenderTask.java:199)
org.eclipse.birt.report.engine.api.impl.RunAndRenderTask.run(RunAndRenderTask.java:75)
com.bmc.arsys.plugins.report.RunReport.executeReport(Unknown Source)
com.bmc.arsys.plugins.report.RunReport.runReport(Unknown Source)
com.bmc.arsys.plugins.report.PublishReport$1.run(Unknown Source)
java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:441)
java.util.concurrent.FutureTask$Sync.innerRun(FutureTask.java:303)
java.util.concurrent.FutureTask.run(FutureTask.java:138)
java.util.concurrent.ThreadPoolExecutor$Worker.runTask(ThreadPoolExecutor.java:886)
java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:908)
java.lang.Thread.run(Thread.java:662)

Thanks & Regards,
Jithin

On Fri, Sep 4, 2015 at 8:55 PM, Ravindrakumar Rodge 
> wrote:
**

Hi Jatin,

In Remedy 8.1 report uses a Java plugin called as ARSYS ARDBC REPORTENGINE.
This plugin configuration is present in ar. Cfg file and it runs on port .
Since this is java plugin it's logs will be generated in arjavaplugin.log under 
dB folder.

If you see any errors on the screen while running the reports then we can 
enable api sql fltr logs and check with the plugin related work flow.

if you can take back up of your birt folder under pluginsvr.
Delete the birt folder n take the same folder from one of working environment.
Place the birt folder of working environment in same non working location.
Now from the backup folder of birt navigate to lib folder under that you will 
find a folder with your server name.
Copy that n place it in the working copied folder.

Restart the Web server to take changes effect.

That should help resolve the issue. Let me know if that helps you.

Regards,
Ravindrakumar
On 04-Sep-2015 4:02 PM, "Jithin T.R" 
> 
wrote:
**
Hi Team,

Our customers are reporting  that scheduled report is not running in BMC Remedy 
8.1 (it was running).  These reports are created using AR System Report console 
and scheduled using OOTB feature comes with 8.1.

Could you please help me to trouble shoot this issue ?

Which logs I should go through ?

is there any plug-in log (Report Scheduler plug-in ) ? From the online 
documents this plug-in is related with BIRT

Thanks & Regards,
Jithin
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Notification for More Information approval status on a CRQ approval?

[Danaceau, Chris]

Had a user set his approval to this the other day and nothing went out to 
anyone (Manager or Coordinator).   Went looking for a notification thinking I 
may have turned it off.  Could not find anything that matched.  Is there one?

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Re: Anyone still using AIE against a 8.x AR Server?

[Danaceau, Chris]

As am I.AIE still available for 8.x At least for OnDemand customers.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, April 14, 2015 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Anyone still using AIE against a 8.x AR Server?

**
I’m running AIE jobs on ARS/ITSM 8.1. On a Remedy OnDemand system.

Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, April 14, 2015 10:23 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Anyone still using AIE against a 8.x AR Server?

**

My understanding was that AIE was deprecated for v8, and that AI was required.  
My experience is that they enforced that.

Rick
On Apr 14, 2015 8:19 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
I wanted to know if you *require* to do a hard switch to AI or if you can 
continue to use the older AIE residing on a 8.x AR instance. Does AIE continue 
to work on 8.x?

Joe
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Re: Anyone still using AIE against a 8.x AR Server?

[Danaceau, Chris]

Joe I had to rearchitect some jobs and add in an AI component since they moved 
a number of our discovered attributes out of the CMDB and into AST:Application 
form.Asset ID, Status, and a number of the Date fields.

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240-386-6728 (desk)
301-367-8949 (cell)
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, April 14, 2015 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Anyone still using AIE against a 8.x AR Server?

**
So AIE still continues to work then through version 8.x too? Anything that 
you'll had to watch out for? Or it was the upgrade to 8.x seamless with no need 
to alter any of those jobs?

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, April 14, 2015 11:44 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Anyone still using AIE against a 8.x AR Server?

I'm running AIE jobs on ARS/ITSM 8.1. On a Remedy OnDemand system.

Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, April 14, 2015 10:23 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Anyone still using AIE against a 8.x AR Server?

**

My understanding was that AIE was deprecated for v8, and that AI was required.  
My experience is that they enforced that.

Rick
On Apr 14, 2015 8:19 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
I wanted to know if you *require* to do a hard switch to AI or if you can 
continue to use the older AIE residing on a 8.x AR instance. Does AIE continue 
to work on 8.x?

Joe
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Re: Is it possible to pass data from a Change Request to a System variable?

[Danaceau, Chris]

Not trying to get system variables from the OS, rather trying to initialize a 
system variable template with data from the parent Change Request.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, March 25, 2015 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is it possible to pass data from a Change Request to a System 
variable?

**
In a filter a simple Set Fields with PROCESS action can get an environment 
variable from the server

On Windows
$PROCESS$ cmd /c echo %VARIABLE%
On Unix/Linux
$PROCESS$ echo $VARIABLE


i.e.  To get the TEMP location
In a set fields action set a character field to
$PROCESS$ cmd /c echo %TEMP%

NOTE:  You may then have to do a replace on the field to remove the return at 
the end (Some versions of *nix will allow you to do  echo –n $VARIABLE  which 
will output without the trailing newline)

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, March 25, 2015 2:14 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Is it possible to pass data from a Change Request to a System 
variable?

**
Chris,
Write a batch file/perl script/your favorite language that will get the 
variable and it's value and put it in the output of the script.  Put the script 
on all of your environments.  Create a filter that does a set-field run-process 
that populates a field with the output from that script, then do whatever you 
want with the output :)


On Wed, Mar 25, 2015 at 1:03 PM, Danaceau, Chris  wrote:
**
I want to use the environment (when Dev) to bypass certain tasks.  Thought 
maybe a system variable would do this, but I can’t see how to populate it from 
data on the parent Change.Not much guidance for this in the documentation.  
 I can map it INTO a task, but cannot figure out how to populated it.

--
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Chris Danaceau
FINRA
240-386-6728tel:240-386-6728 (desk)
301-367-8949tel:301-367-8949 (cell)
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Is it possible to pass data from a Change Request to a System variable?

[Danaceau, Chris]

I want to use the environment (when Dev) to bypass certain tasks.  Thought 
maybe a system variable would do this, but I can't see how to populate it from 
data on the parent Change.Not much guidance for this in the documentation.  
 I can map it INTO a task, but cannot figure out how to populated it.

--
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FINRA
240-386-6728 (desk)
301-367-8949 (cell)
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Re: Problem with ITSM Consoles

[Danaceau, Chris]

Double check that the company permissions were properly applied to the user 
record.  I just ran into that with a couple users.   The access company was set 
on the People record but it did not translate to the User form.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz
Sent: Thursday, February 12, 2015 8:36 AM
To: arslist@ARSLIST.ORG
Subject: Problem with ITSM Consoles

**
Hi All
I am having a weird problem. Well weird at least for me!
On the ITSM application when I open a console it opens but stays blank. The 
user has all the permissions I could possibly give.
I can submit for example an Incident or Change or modify assets, just the 
Consoles stay blank. I have a suspicion it might be related to a plug-in but 
don't know which one.
Any help will be gratefully accepted.
This is a test system and does not have a full server license.

SQL server
ARS 8.1
ITSM 8.1



Shafqat Ayaz



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Incident Broadcast Behavior

[Danaceau, Chris]

Trying to figure this out. Getting the broadcasts to pop up when users go to 
their console seems very inconsistent. I've tried Console Refresh, console 
open. It seems to work some of the time. Does anyone have a good idea of what I 
should expect? We want to use this feature to target all users when we have 
scheduled outages.


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Re: Override Change Lock down during approval phase 8.1

[Danaceau, Chris]

 the 
product become more rigid so that it's no longer something that folks look at 
with the idea of it being able to conform to their business

And before you quote 'best practices' and 'itil' and other such vague 
guidelines, why is it that you have never closed the hole of allowing a person 
to both submit AND approve their own request - can't tell you how many folks 
I've heard have had to put a check in for that.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 7, 2014 1:59 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down during approval phase 8.1

**
Chris,

As you found, it is an easy customization - and using overlays you can define 
the change easily and that
change is then preserved across upgrades.


HOWEVER, I want to make sure that everyone is really aware of what the 
ramifications are.

Planning as gone on and there was a proposal to install version zzz of some 
program.  It was discovered that
version zzz has a major security hole that allows unrestricted and global 
access to all corporate databases.
So, that was taken out.

Things went out for approval and the security team - who understands the issue 
here and the vulnerability -
checked the change to be sure that version zzz of the program was not being 
installed.  They approved the
change request.

Now, someone who was on vacation at the time of the planning discussion comes 
along and sees the
change and while looking at it notices that the upgrade to version zzz of the 
program is not present and they
knew it was in the plan.  So, they assume it must have been forgotten and add a 
task to do the work (and it
is not prevented as you removed the block).

So, the change proceeds and your company ends up on the front page of the Wall 
Street Journal the next
morning with a report of a massive data breach

No, I am not kidding.  This exact scenario is not necessarily going to happen, 
but there will be errors and flaws
and failed changes and exposures of risk.  Once you are to the stage of 
approval, the change should be locked
down so that everyone can be doing appropriate due diligence and have 
confidence that they did the review
and don't have to constantly recheck because someone may have changed the plan 
that they reviewed.

Of course everyone just wants to streamline and do the right thing.  In my 
example, that is EXACTLY what
the person I describe was doing.  They were streamlining the process by not 
asking others and were doing
the right thing by correcting the error they found that forgot a step of the 
process.  All intentions were pure
and true.  But, the result was a disaster.



Anyway, I wanted to comment on this posting as it provides a terrific example 
of a packaged solution that
includes best practices FOR A REASON.  That is what you get an application for.

And, at the same time, it shows that small or large or even violating 
protections and safety protocols, you can
adjust the logic easily to match your desires/requirements.  AND, that change 
is often quite easy.  AND, the
change is clearly recorded and you can see the original and your change at any 
time (actually anyone with
permissions can).  AND, your change is preserved across upgrades with new 
updates coming in from BMC to
the area you customized with your customization still applying.

The best of both worlds


In all cases, just be sure that it is clear what the ramifications of each 
direction so that the right path is taken
for your situation.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Friday, November 07, 2014 9:20 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down during approval phase 8.1

**
Thanks, all.   Was able to track down the workflow involved.   As Shawn 
mentioned, it's really not that much.  The lynchpin is the AL 
CHG:CRQ:HideBtnForAprvl_120   which keys off the 'Active Approval' field.

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Friday, November 07, 2014 11:12 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down during approval phase 8.1

**
I believe that simply setting the Active Approvals field to NULL will unlock 
the record. I have unhidden that field on my CRQ view so I can uncheck it and 
then move the status of the change forward.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, November 07, 2014 9:13 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down durring approval phase 8.1

**
My client

Re: OT: What was the first ARS app you built?

[Danaceau, Chris]

That was it ☺

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, November 12, 2014 4:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: What was the first ARS app you built?

**
it it was branded 'Phoenix', then yes...that was the system :)

On Wed, Nov 12, 2014 at 2:33 PM, Danaceau, Chris 
chris.danac...@finra.orgmailto:chris.danac...@finra.org wrote:
**
LJ was the the WCom system I eventually took over?

--
Thank You,

Chris Danaceau
FINRA
240-386-6728tel:240-386-6728 (desk)
301-367-8949tel:301-367-8949 (cell)
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Wednesday, November 12, 2014 12:51 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: OT: What was the first ARS app you built?

**
My first app was a rebuild of a custom HelpDesk we used internallyit was on 
3.2...had tons of bells and whistles and did many things that tons of systems 
I've worked on since didn't do...was a healthy team and experience to start off 
my Remedy career...wow, it's been a long time.

On Wed, Nov 12, 2014 at 10:27 AM, Jason Miller 
jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote:
**
I thought I would start a side topic from the how fast could that be? thread. 
 We have seen more and more out of the box ITSM installs in recent years and 
custom development appears to be less prevalent.  Many of us started out 
building anything and everything under the sun.

For me, I had just switch from working in an aerospace fabrication shop to my 
first IT job at a help desk.  About 6 months in I became very interested in 
what else Remedy could do.  As I learned more about what Remedy could do I 
really wished we would of had it at the job I had left.

So with that my first app was one geared around running a fab shop.  The app 
tracked customers, jobs/parts, equipment and staff.  It could associate what 
machine a part is in and who is working on it.  Also it could show the status 
of a machine so planners didn't schedule a job in a machine that was down for 
maintenance.  Also you could not schedule machinists to a job if they were on 
vacation.

It probably also had things like an email to the worker when a job/part was 
assigned to them.  I have been trying to find the definition in recent years.  
I am sure I would get a kick out of how I built things back then.

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

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Re: OT: What was the first ARS app you built?

[Danaceau, Chris]

LJ was the the WCom system I eventually took over?

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, November 12, 2014 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: What was the first ARS app you built?

**
My first app was a rebuild of a custom HelpDesk we used internallyit was on 
3.2...had tons of bells and whistles and did many things that tons of systems 
I've worked on since didn't do...was a healthy team and experience to start off 
my Remedy career...wow, it's been a long time.

On Wed, Nov 12, 2014 at 10:27 AM, Jason Miller 
jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote:
**
I thought I would start a side topic from the how fast could that be? thread. 
 We have seen more and more out of the box ITSM installs in recent years and 
custom development appears to be less prevalent.  Many of us started out 
building anything and everything under the sun.

For me, I had just switch from working in an aerospace fabrication shop to my 
first IT job at a help desk.  About 6 months in I became very interested in 
what else Remedy could do.  As I learned more about what Remedy could do I 
really wished we would of had it at the job I had left.

So with that my first app was one geared around running a fab shop.  The app 
tracked customers, jobs/parts, equipment and staff.  It could associate what 
machine a part is in and who is working on it.  Also it could show the status 
of a machine so planners didn't schedule a job in a machine that was down for 
maintenance.  Also you could not schedule machinists to a job if they were on 
vacation.

It probably also had things like an email to the worker when a job/part was 
assigned to them.  I have been trying to find the definition in recent years.  
I am sure I would get a kick out of how I built things back then.

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

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Override Change Lock down durring approval phase 8.1

[Danaceau, Chris]

Has anyone done a customization to override this?   It's causing a bit of a 
storm for us as we go through our upgrade and our release teams are insisting 
they have to be able to add tasks and change other information even during 
implementation approval.

Discussion about best practice are falling on , if not deaf, then unresponsive 
ears.

I'm about to go in and see what's involved from a workflow perspective.

--
Thank You,

Chris Danaceau
FINRA

Confidentiality Notice::  This email, including attachments, may include 
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Re: Override Change Lock down during approval phase 8.1

[Danaceau, Chris]

Thanks, all.   Was able to track down the workflow involved.   As Shawn 
mentioned, it's really not that much.  The lynchpin is the AL 
CHG:CRQ:HideBtnForAprvl_120   which keys off the 'Active Approval' field.

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Friday, November 07, 2014 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down during approval phase 8.1

**
I believe that simply setting the Active Approvals field to NULL will unlock 
the record. I have unhidden that field on my CRQ view so I can uncheck it and 
then move the status of the change forward.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, November 07, 2014 9:13 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down durring approval phase 8.1

**
My client insisted on it also.  What we came up with is that I created a 
console (sort of like a data management tool) where certain individuals (ie the 
change managers) could perform the updates indirectly.  The console allows for 
certain changes that the customer said were allowed - it pushes / creates the 
information for them.  I had to do a fair amount of log reading to figure out 
how to duplicate / allow the updates.  I also have an audit logging so that 
statistics can be gathered on how many changes folks were making.  It's up to 
the POC from the customer to review the changes (they have a report that goes 
to them) and make sure folks aren't abusing it.

Rather than fight the battle of arguing what is meant by 'best practice' I 
opted to just build this type of interface.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Friday, November 7, 2014 9:15 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Override Change Lock down durring approval phase 8.1

**
Has anyone done a customization to override this?   It's causing a bit of a 
storm for us as we go through our upgrade and our release teams are insisting 
they have to be able to add tasks and change other information even during 
implementation approval.

Discussion about best practice are falling on , if not deaf, then unresponsive 
ears.

I'm about to go in and see what's involved from a workflow perspective.

--
Thank You,

Chris Danaceau
FINRA

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How can I map Task data to a System Variable

[Danaceau, Chris]

I have a piece of data I want visible to all tasks in a CRQ regardless of what 
task group they are in. I find using a Local varialbe that it is only 
persistant within the task group in which it is generated. I thought to use a 
system variable but the Task Template did not give me the option to map a piece 
of data to a system variable. What am I missing here?


--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ



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Re: List issues?

[Danaceau, Chris]

I sent a post in yesterday which I'm still not seeing.

-- 
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Chris Danaceau
FINRA
240-386-6728 (desk)
Remedy FAQ


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Monday, April 21, 2014 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: List issues?

I usually check http://www.javasystemsolutions.com/arslist to see if there is 
anything wrong with my system.  If they are getting updates from the list and 
I'm not, then I know it's me.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle
Sent: Friday, April 18, 2014 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: List issues?

** 

Hi, Claire:

 

Sorry for the late response.

 

I received emails from the list yesterday without issue and continue to receive 
them today. 

 

Michelle

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, April 17, 2014 10:05 AM
To: arslist@ARSLIST.ORG
Subject: ADM: List issues?

 

** 

I received 1 piece of mail from the list yesterday at 9:26PM and then 3 more 
overnight.  Nothing after 2:32 AM.

 

Anyone else seeing the same thing or is it my system here?

 

Thank you!

Claire

 

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Re: Map TIMESTAMP keyword as default value for PDT Variable

[Danaceau, Chris]

No luck?   Still converts to the literal Timestamp, just in double quotes.

--
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Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel Sender
Sent: Wednesday, March 26, 2014 12:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Map TIMESTAMP keyword as default value for PDT Variable

**
Try putting it in double-quotes:

$TIMESTAMP$

HTH,
Joel
Joel Senderjdsen...@earthlink.netmailto:jdsen...@earthlink.net
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Tuesday, March 25, 2014 11:22 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Map TIMESTAMP keyword as default value for PDT Variable

**
Hi Listers,


I'm trying to map the current $TIMESTAMP$ as the default value for a variable 
that maps to the Scheduled Start Date on a Change Request ticket created from a 
Service Request.  If I use $TIMESTAMP$ it is converted immediately to the 
current Timestamp.  Obviously not what I want.  I'm trying to get it to convert 
at runtime.  If I use $\TIMESTAMP$ the application doesn't know what to do.  I 
get the following from the process Error dialog:

1441138: , The scheduled start time comes before the earliest start time or 
the requested start time. Correct the data before proceeding.;

The application apparently doesn't know what to do with that either.Any 
ideas to effectively set the current $TIMESTAMP$ each time the PDT is called?

I'm on an OnDemand environment, SRM 7.6.04.


--
Thank You,

Chris Danaceau
FINRA
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ




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Map TIMESTAMP keyword as default value for PDT Variable

[Danaceau, Chris]

Hi Listers,


I'm trying to map the current $TIMESTAMP$ as the default value for a variable 
that maps to the Scheduled Start Date on a Change Request ticket created from a 
Service Request.  If I use $TIMESTAMP$ it is converted immediately to the 
current Timestamp.  Obviously not what I want.  I'm trying to get it to convert 
at runtime.  If I use $\TIMESTAMP$ the application doesn't know what to do.  I 
get the following from the process Error dialog:

1441138: , The scheduled start time comes before the earliest start time or 
the requested start time. Correct the data before proceeding.;

The application apparently doesn't know what to do with that either.Any 
ideas to effectively set the current $TIMESTAMP$ each time the PDT is called?

I'm on an OnDemand environment, SRM 7.6.04.


--
Thank You,

Chris Danaceau
FINRA
Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ



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Re: Slightly OT: Saas vs On Premise...

[Danaceau, Chris]

I've found that in our SaaS environment there is very little coordination 
between the sysadmin, NW, Application Admin, and security services. It becomes 
an extreme headache when implementing integrations between internal systems  
the SaaS hosted application. The engineering ownership we THOUGHT we could rely 
on the vendor to do ... Well, not so much.
It is the exception that an implementation goes smoothly.



Chris Danaceau
240-386-6728(o)
301-367-8949(c)

Sent with Good (www.good.com)


-Original Message-
From: Tauf Chowdhury [taufc...@gmail.commailto:taufc...@gmail.com]
Sent: Monday, February 24, 2014 08:24 PM Eastern Standard Time
To: arslist@ARSLIST.ORG
Subject: Re: Slightly OT: Saas vs On Premise...

**
One quick disadvantage to SaaS is that you're not only tied to the uptime and 
reliability of the SaaS vendor, but also your WAN provider. If a circuit goes 
down or there is a downtime in your network that connects you to the outside 
world, all of your SaaS apps are up, but in reachable from within your 
facilities.

Sent from my iPhone

On Feb 24, 2014, at 6:13 PM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:

**
What are the advantages and disadvantages of one over the other? I am asking 
about any generic system in general and not particularly the AR System, when 
used On Premise vs SaaS.. which is why I prefixed the subject of this email as 
“Slightly OT”..

I’d like to know about the hidden advantages and disadvantages that are not so 
apparent other than the obvious.

The obvious advantages and disadvantages of SaaS I would percept are:
Advantages:
1)   No onsite administration – lowers cost of ownership
2)   You are almost always up to date on versions etc.
3)   You do not risk downtime when a system is upgraded,  or during system 
maintenance, or bug fixes. The vendor usually has a faster planned route to 
rollback.
Disadvantages:
1)   No onsite administration – reduces flexibility in some areas of 
customization.
2)   Your data resides off premise so it poses some kind of security risk
3)   You are vendor/manufacturer dependant – the manufacturer goes out of 
business, so would your solution.


And the obvious advantages and disadvantages of an on premise solution I would 
percept are:
Advantages:
1)   Onsite administration – You could do what you want, when you want, how 
you want to the system as you please with no rules whatsoever apart from system 
limitations
2)   You can choose when to update if at all or stay on whatever version 
works for you as long as you wish to. Lowers user training costs to a certain 
extent.
3)   Your data is as secure as you want it to be.
4)   Your solution life lasts beyond the manufacturers – if they go out of 
business, you can continue to run their solutions for a while until you have a 
better solution.
Disadvantages:
1)   Onsite administration – You usually face higher maintenance and 
running costs.
2)   You risk downtime during maintenance or upgrades or bug fixes even 
with a good rollback strategy.

Any other advantages and disadvantages to the two strategies that I may have 
not listed here?

Joe
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Clearing data (set to NULL) in Asset Management

[Danaceau, Chris]

Recently noticed that when we clear out data it does not stay that way.I'm 
suspecting this is because I've got the Sandbox Enabled (Yes).  Am I really 
getting any benefit from this setting considering we do a fair amount of manual 
updates, especially to In House Applications, which are not discovered.   I'm 
suspecting the Defer if NULL setting in the standard precedence set is doing 
me in, here.

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)



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Re: Clearing data (set to NULL) in Asset Management

[Danaceau, Chris]

Thanks Lisa, I really don't have anything I'm reconciling through that data 
set.  I've got integrations but they are going through other datasets I've 
created.   The Sandbox really seems to be doing me more harm than good.

-- 
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Thursday, February 20, 2014 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clearing data (set to NULL) in Asset Management

Chris,

You are correct that the Deter If NULL setting is causing this.  In my opinion, 
if you don't have anything that you are reconciling or
normalizing, I don't think you would need the Sandbox.   But someone may
have a different opinion in that area.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Thursday, February 20, 2014 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Clearing data (set to NULL) in Asset Management

** 

Recently noticed that when we clear out data it does not stay that way.
I'm suspecting this is because I've got the Sandbox Enabled (Yes).  Am I 
really getting any benefit from this setting considering we do a fair amount of 
manual updates, especially to In House Applications, which are
not discovered.   I'm suspecting the Defer if NULL setting in the
standard precedence set is doing me in, here.

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 (desk)

301-367-8949 (cell)

 


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Re: How can I limit AIE exchanges to existing CMDB records?

[Danaceau, Chris]

Christian, is this the parameter you're talking about?  I tried unchecking it 
and my new test record was still given a Reconciliation ID.  Perhaps it needs 
some more time before testing?

[cid:image001.png@01CED709.816F36F0]

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Smerz, Christian
Sent: Thursday, October 31, 2013 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: How can I limit AIE exchanges to existing CMDB records?

**
Chris,
The Query tab on CI Class Mappings does offer a certain amount of filtering but 
doesn't quite get you what you're looking for.
You can however pursue the option you suggest in your last sentence.  In your 
recon jobs you can have identification run but not auto-identify records that 
do not match in the source dataset.  The merge activity will only promote 
identified records.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Thursday, October 31, 2013 1:12 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: How can I limit AIE exchanges to existing CMDB records?

**

I want to limit records from a source that I bring into the CMDB to just those 
that match on the key attribute (in this case serial number). Can this be done 
with a data key or update query? Currently my model is to bring this data into 
its own data set.

Should I instead target a data set thats a copy of production?



My goal is to not create new records from my source, but only to update 
existing CMDB records.If there's an option to do it with the Reconciliation 
engine I'm open to that as well.


--
Thank You,

Chris Danaceau
FINRA




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Re: RemedyOnDemand

[Danaceau, Chris]

You could start by looking at objects in the Developer Studio  and filtering 
them by Customization Types of Custom and Overlay (remove Base)

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Friday, November 01, 2013 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: RemedyOnDemand

**
**
BMC did some automation for the Customer and there is no documentation.  
Instead of rebuilding the workflow - it would be good to see the changes BMC 
made.  Started reviewing the filters, AL, etc...
The Manager only knows the Account person.  The Manager stated each time she 
speaks with BMC regarding the technical changes - she speaks with different 
people.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Aditya Sharma
Sent: Friday, November 01, 2013 1:24 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: RemedyOnDemand

** **
Hi Kathy,

What workflow changes you are exactly referring to. If it is the customization 
done by BMC professional services then yes all documentations are handed over.

In ROD customers initiate the customizations they want to do and hire BMC 
partners or BMC PS to do that.

If any customization is introduced by BMC as an additional functionality or 
offering over and above standard product, customer is informed about the 
details and functionality but solution design may not be provided for that.

Regards,
Aditya
Sent from my BlackBerry(r) smartphone from !DEA

From: Kathy Morris kathymorris...@aol.commailto:kathymorris...@aol.com
Sender: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Date: Fri, 1 Nov 2013 13:07:46 -0400
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: RemedyOnDemand

Hi,

When BMC makes custom code changes for a Customer, do they provide 
documentation of the changes made to the system? (i.e. workflow)
Trying to figure out what was done.
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How can I limit AIE exchanges to existing CMDB records?

[Danaceau, Chris]

I want to limit records from a source that I bring into the CMDB to just those 
that match on the key attribute (in this case serial number). Can this be done 
with a data key or update query? Currently my model is to bring this data into 
its own data set.

Should I instead target a data set thats a copy of production?



My goal is to not create new records from my source, but only to update 
existing CMDB records.If there's an option to do it with the Reconciliation 
engine I'm open to that as well.


--
Thank You,

Chris Danaceau
FINRA



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Re: Support Company based muti-tenancy

[Danaceau, Chris]

John I've run into this at a couple of sites, and the problem has ALWAYS been 
the common user base.   Never had a solution that didn't involve tinkering with 
the code to change the default behavior of multi-tenancy's additive permission 
model.

-- 
Thank You,

Chris Danaceau
FINRA
240-386-6728


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Marshall
Sent: Monday, September 30, 2013 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Support Company based muti-tenancy

I wanted to see if anyone out there can give me some suggestions on how to 
accomplish the following in the ITSM 8.1 environment WITHOUT any coding changes…

I am working for a university that has several departments that would like to 
use the ITSM in a multi tenancy fashion; so each department would like to have 
their own set of rules, support groups, etc. and NOT allow the other 
departments to see their tickets and them not see the other department’s 
tickets.
 
So far, it sounds like a straight multi-tenancy setup, however the issue here 
is that ALL the departments would like use the same user base but have their 
department rules apply. 

I know that I can use the “Support Company Access Config” to share the people 
data across the various departments, but then my dilemma is that when a support 
user select a customer, that customer’s company gets populated with a company 
which might not be (and probably won’t be) the same company (department) of the 
support user, so the support user’s company (department) rules will not be 
applied, it will be the rules associated to the customer's company.

Any ideas/suggestions on how to force it to be the support person’s company 
(department) rules, again, short of coding changes?

Thanks for any help/ideas/etc.

John

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AIE Syntax - This SHOULD be simple

[Danaceau, Chris]

I have an exchange that includes the Site.   Some of the supplied values may 
not align, and I want to translate them, but leave good ones alone.  For 
example:

DNV - DEV

But ...

KWA should remain KWA.

I've tried SQL (Case statements), and IF/THEN functions.   Have not found a 
good method to replace a select set of values, yet leave everything else alone.
Any ideas out there?   We're  an On Demand customer, on 7.6.04.

--
Thank You,

Chris Danaceau
FINRA


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Cat Tier 3 value not passing from Service Reqeust to CRQ ticket

[Danaceau, Chris]

On Demand environment - 7.6.04 everything.

Trying to set Op Cat Tier 3 with a value when one of the questions is answered 
Yes.  I have configured the question so the actual value is the configured 
Tier 3 value (Compliance Restore).
I am using a Change Template with the first two Op cats set and the third is 
null.

I've created a Process Input variable named Compliance on the Process 
Definition.  I've mapped it in the PDT to Categorization Tier 3 (which is an 
exposed mapping in the AOT).

In the SRD I've mapped the Compliance variable to the Internally Represented 
Response of the aforementioned question.

I think I've got everything lined up, from question response, to variable 
mapping in the SRD, to variable mapping in the PDT.

The value is not being set in the Change Request when its created.

Am I fighting a losing battle here?   Is the NULL data in the Change Template 
wiping out any data I'm passing in from the Service Request?  Would I be better 
off just having a second CRQ template with different Tier 3 values and using 
the variable as a decision point in the PDT?   I was trying to avoid that 
because I would have thought I could just pass the data through.




--
Thank You,

Chris Danaceau




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Re: Cat Tier 3 value not passing from Service Reqeust to CRQ ticket - RESOLVED

[Danaceau, Chris]

Wow.  Thank you.  That did the trick!  Did not have to touch my SRD or PDT.   
Just cleared out the template and put the Tier 1 and 2 values in the AOT.

--
Thank You,

Chris Danaceau
240-386-6728

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Tuesday, March 12, 2013 1:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Cat Tier 3 value not passing from Service Reqeust to CRQ ticket

**
Chris,
I've seen this. Because you are not passing tier 1 and 2 from SRM, it doesn't 
care that it's set in the change template. I got around it by hard coding tier 
1 and 2 in the AOT by setting the default value of op cat 1 and 2.

Sent from my iPhone

On Mar 12, 2013, at 1:42 PM, Danaceau, Chris 
chris.danac...@finra.orgmailto:chris.danac...@finra.org wrote:
**
On Demand environment - 7.6.04 everything.

Trying to set Op Cat Tier 3 with a value when one of the questions is answered 
Yes.  I have configured the question so the actual value is the configured 
Tier 3 value (Compliance Restore).
I am using a Change Template with the first two Op cats set and the third is 
null.

I've created a Process Input variable named Compliance on the Process 
Definition.  I've mapped it in the PDT to Categorization Tier 3 (which is an 
exposed mapping in the AOT).

In the SRD I've mapped the Compliance variable to the Internally Represented 
Response of the aforementioned question.

I think I've got everything lined up, from question response, to variable 
mapping in the SRD, to variable mapping in the PDT.

The value is not being set in the Change Request when its created.

Am I fighting a losing battle here?   Is the NULL data in the Change Template 
wiping out any data I'm passing in from the Service Request?  Would I be better 
off just having a second CRQ template with different Tier 3 values and using 
the variable as a decision point in the PDT?   I was trying to avoid that 
because I would have thought I could just pass the data through.




--
Thank You,

Chris Danaceau



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Re: Download latest patches

[Danaceau, Chris]

David, this has caused me some heartache as an On Demand customer when I needed 
to get an install package for the Data Management Tool.

--
Thank You,

Chris Danaceau

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Friday, February 08, 2013 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Download latest patches

**
The EPD site has been enhanced to only show those products that you have under 
contract with BMC.  It may be possible that you have not purchased entitlement 
to BMC Analytics for BSM or Remedy Knowledge Management 7.6.04 which is why you 
cannot currently see them.

If want to do a trial evaluation of a product, please contact your sales 
representative who can authorize making the software available for a limited 
trial period.

-David J. Easter
Manager of Product Management, AR System
BSM  Atrium Solutions Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahmoud Mahdy-Mohamed, Vodafone Egypt
Sent: Thursday, February 07, 2013 6:11 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Download latest patches

**
Dears,

I need your help to find the link on BMC site to download BMC Analytics for 
BSM and knowledge management latest version for 7.6.04 as I can't find both in 
my profile on the site.

Thanks,
Best Regards,

Mahmoud Mahdy Mohammed,PMP | Business Process Automation
Technology | Products  Services Delivery
Phone: +20(0)104999638
Mail: 
mahmoud.mahdy-moha...@vodafone.commailto:mohamed.abdel-haf...@vodafone.com


*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
held liable for any unauthorized disclosure.

If you have received this message in error, please notify the sender by return 
e-mail and delete the message in its entirety, including any attachments.

http://www.vodafone.com.eghttp://www.vodafone.com.eg/

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Re: Login to troubleshoot a user

[Danaceau, Chris]

Ding, Ding, Ding!I have the same conversation with users here, regularly.   
I put together a little one page document instructing them how to set up 
application preferences so they can see their tasks in the Overview Console.

--
Thank You,

Chris Danaceau

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, February 08, 2013 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Login to troubleshoot a user

**
Mark,
Good luck with the logging in as another user issue. However, to the point of 
the user who cannot update tasks assigned to him, it could be a feature you 
are seeing. I'm going to assume the task is part of a change request. If the 
user in question goes to the task via the Change request (Open the change 
record, click Tasks tab, double click or View the Task), and that user is NOT a 
member of either the Change Mgr or Coordinator/Assignee group, the task will 
open in Read Only mode; even though the user is assigned to it.
If you have the user go directly to the task form, whether by direct URL and 
searching, or through the Overview Console, they will be able to modify the 
task.

On Thu, Feb 7, 2013 at 3:37 PM, Brittain, Mark 
mbritt...@navisite.commailto:mbritt...@navisite.com wrote:
**
Hi All,

I seem to recall that as part of one of the upgrades, gave the admin the 
ability to login as another user. I have a user that claims that he cannot 
update a task assigned to him.  I have used a test account with the same 
permissions/groups and cannot replicate the problem. Figure the only way I can 
see what he sees is by using his login.  In 6.3 it was easy to hijack an 
account, in ITSM it is not so easy.

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335tel:315-453-2912%20x5335
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AIE DB table wont show all tables/views in ARSystem Database

[Danaceau, Chris]

On Demand implementation - 7.06.04 Atrium on SQL Server

I have a custom staging form in our database.   I've previously loaded the 
fields into AIE.Updated the form, and now when I go to update the db fields 
the view does not show up in the AIE DB configuration interface.   Problem is 
the list goes from aa to B.1014... and my table is prefixed by 
FIN  There is no facility to go to the next chunk in this particular 
table field.

Anyone come across this before?   BMC support is investigating for two weeks 
now ...

--
Thank You,

Chris Danaceau
240-386-6728



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Due Soon Change Approvals

[Danaceau, Chris]

Has anyone configured Due Soon approvals from approval central?   Can it be 
based on a scheduled start date or must a static interval be defined for the 
process?

--
Thank You,

Chris Danaceau
240-386-6728



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Re: ITSM Notifications

[Danaceau, Chris]

Mark, the form to update is SYS:Notification Messages.  You'll notice one of 
the fields is 'Notification Message Tag'.   This is used by the calling filter 
on the source form to identify the template.   Take a look at the filters in 
the 800 range on the HPD:Help Desk form to get a model to how to build workflow 
for new message templates.

There is another controlling form, NTE:CFG-Notification Events which determines 
the default settings for Support Staff message templates.This can be 
accessed  by users through their notification preferences on their profiles.   
Any User record for a particular Notification Event will override the System 
Default record for that particular user.

--
Thank You,

Chris Danaceau
240-386-6728

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, November 21, 2012 11:05 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Notifications

**
Hi All,

If you have not noticed I am new to ITSM 7.6 and want to take a moment to thank 
everyone who has responded to my questions. I need to update some of the OOB 
notifications as well as add custom notifications. Do I go in though the 
Application Administration Console, directly to a form in the thick client or 
modify the filter in developer?

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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Need help importing/reconciling CI relationships

[Danaceau, Chris]

Hi,

It's not clear to me how the Reconciliation engine works to identify and merge 
relationships.  I need to import thousands of relationships (A - S), (A - 
Db), (S - Db), get them reconciled and promoted to production dataset.  I've 
got CI IDs for everything.   I'd need to get the Source/Destination Instance ID 
and Recon ID based on the CI ID.   I only see rules for identifying CI classes, 
nothing for relationships?

Can someone point me in the right direction?

ITSM 7.6 (On Demand environment)



Thank You,
--
Chris Danaceau



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Re: Atrium Reporting

[Danaceau, Chris]

Not aware of an OOB report, Bob.   One important thing you should do is set up 
form style auditing for any attribute changes you want to capture.   Log 
auditing makes reporting very difficult.

Thank You,
-- 
Chris Danaceau


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bob Lind
Sent: Tuesday, July 24, 2012 9:37 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Reporting

Is there a good way to report on a collection of Assets and the CI 
history/audit in one report?  I know how to view changes to things like status 
on an asset by asset basis.  And I can imagine how to develop a join form or 
crystal report to show status changes to a collection of assets.  But is there 
an out of the box report or query that will provide a list of information that 
shows a collection of assets and the changes to those assets?

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Menu Style issue on AST:Form

[Danaceau, Chris]

I created several fields with menus for the Application Class.   Fields
were created in Class manager, with menu style of Overwrite.When I
added them to my AST:Application form the menu style was append.   I
tried to change it back to Overwrite in the AST form, but the change
does not take.   Whenever I save the form the menu style goes back to
append.

 

Has anyone else experienced this?   

 

-- 

Chris Danaceau

240-386-6728

 



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Re: Menu Style issue on AST:Form

[Danaceau, Chris]

Joe, the AST form.   You suggest updating the BMC.CORE:BMC_Application
form?  Like I said, they were set up as Overwrite in the class manager.

 

-- 

Chris Danaceau

240-386-6728

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, May 09, 2012 2:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Style issue on AST:Form

 

** 

Are you changing it on the base (primary) form or the join?

 

From: Danaceau, Chris mailto:chris.danac...@finra.org  

Sent: Wednesday, May 09, 2012 1:54 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Menu Style issue on AST:Form

 

** 

I created several fields with menus for the Application Class.   Fields
were created in Class manager, with menu style of Overwrite.When I
added them to my AST:Application form the menu style was append.   I
tried to change it back to Overwrite in the AST form, but the change
does not take.   Whenever I save the form the menu style goes back to
append.

 

Has anyone else experienced this?   

 

-- 

Chris Danaceau

240-386-6728

 

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Re: Remedy Inbound Email errors

[Danaceau, Chris]

I noticed Error 2, NULL Value, entryID.   Can you confirm the action on
the incoming email is set to Submit?   That error would suggest that
it's looking for a ticket to update.

 

-- 

Chris Danaceau

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, April 25, 2012 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Inbound Email errors

 

** 

All,

I've been having some really weird issues with the email engine lately.

Issue 1:

We have some automated systems that are feeding into remedy via the
inbound email process.

It uses the standard Email template and its supposed to create an
incident (record in HPD:Help Desk)

Yet we get the following 2 errors:

Error 1: 

Severe 0

null 

java.lang.NullPointerException

at java.util.Hashtable.containsKey(Unknown Source)

at
com.bmc.arsys.emaildaemon.FormBase.addChangeEntry(FormBase.java:709)

at
com.bmc.arsys.emaildaemon.FormBase.setEntryValue(FormBase.java:268)

at
com.bmc.arsys.emaildaemon.FormEmailMessage.setParseMessage(FormEmailMess
age.java:322)

at
com.bmc.arsys.emaildaemon.ExecutionModule.doWork(ExecutionModule.java:98
1)

at
com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)

at java.lang.Thread.run(Unknown Source)

 

Error 2:

Severe 4900

NULL Value. entryId

 

Everything in the template that is being sent in is correct.

Checked the error message guide and that did not provide any answers.

Ran logs (all of them) and nothing shows up there.

 

Issue 2:

Sometime the Email comes in, and it's in the AR System Email Messages
form,

Yet it just sits there with a Parse Message = Yes,

Yet the email engine never parses it.

Other emails that come in before or after get handled fine without
issue.

I restart the email engine and suddenly the one email that was just
sitting there gets picked up and processed correctly.

I'm basically at the point of restarting the email engine every day.

 

I've re-installed the email engine a couple weeks ago to see if that
would resolve this.

At this point I'm out of ideas as to what could be causing this.

 

ARS 7.1 Patch 8

AR Email Engine 7.1 Patch 8

Java 1.6_Patch 3

Windows Server 2003

MS SQL 2005

 

 

 

 

 

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Availability Calculation Periods - SLM Outages

[Danaceau, Chris]

This is my first time working with CI Outage service targets.  I was
able to relate a CI and it's associated Time Entity.  Outage
calculations seem to be working as expected.  The problem is the
measurement cycle.  According to the documentation (and BMC Support),
when you set the lifecycle interval to one month, that month a) starts
when you create the service target and b) is actually 720 hours (30
days).   I've got a requirement to track availability for calendar
months.   

 

Any ideas?   Can this be accomplished by having a Service Level
Agreement with monthly review periods?   It's frustrating because the
functionality is exactly what I need if I could specify the measurement
period better.

 

-- 

Chris Danaceau

 

 



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Re: Error Message No item matches filter conditions --

[Danaceau, Chris (CONTR)]

Most likely.   Try enabling filter and escalation logging and you will get the 
detail you need.  They can log to the same file, which will make it easier to 
see the workflow sequence.

--
Chris Danaceau
301-903-8741
Contractor to the Department Of Energy

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders
Sent: Wednesday, March 21, 2012 7:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Message No item matches filter conditions --

**
... and it's being triggered by an escalation

David Sanders
Solution Architect
Enterprise Service Suite @ Work / e-ServiceSuite

tel +44 1494 468980
mobile +44 7710 377761
email 
david.sand...@westoverconsulting.co.ukmailto:david.sand...@westoverconsulting.co.uk

web  
http://www.westoverconsulting.co.ukhttp://www.westoverconsulting.co.uk/

http://www.e-servicesuite.co.ukhttp://www.e-servicesuite.co.uk/


[cid:image001.gif@01CD0740.5916CBE0]http://e-servicesuite.com/


ITIL - SaaS - On Premise



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ali A. Musa
Sent: 21 March 2012 11:21
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Error Message No item matches filter conditions --

**
You workflow seem is reading another schema that does not match the entry from 
primary.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Karthick S
Sent: Wednesday, March 21, 2012 2:10 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Error Message No item matches filter conditions --

**
Hi All,

We are receiving this below error message while checking the arerror log.

Error Message No item matches filter conditions --

We have tried enabling logs and there was no result. Please find the attachment 
for the Ref.
Can anyone help us in fixing this issue?

Details:
ARS 6.3
UNIX Box


Thanks and Regards,
Karthick S

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inline: image001.gif

Has anyone enalbed Surveys in Multi-Tenancy?

[Danaceau, Chris (CONTR)]

Older System, SRM 2.2.  We'd like to enable surveys but we're in a multi 
tenancy environment.  The SRM Config guide explicitly states that you must be 
in Single Tenancy mode to allow guest users access to the Request Entry 
Console.   Note that we don't have any Service Requests published (and have no 
immediate plans to do so).   We just want to enable surveys.   We've set the 
Incident rules to create an SR with each ticket and configured the default 
Incident SRD to enable surveys.

Thanks,

-- 
Chris Danaceau
301-903-8741
Contractor to the Department Of Energy

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Re: Not Matching Lengths

[Danaceau, Chris (CONTR)]

LJ from your results below it looks like for the fields in question the 
database is allocating the max length for the data type it associates with the 
field.   The question is either 1) Why is that done for these particular fields 
or 2) Why is it not done for ALL fields?

-- 
Chris Danaceau
301-903-8741
Contractor to the Department Of Energy


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 23, 2012 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Not Matching Lengths

List,
Our Dev server started crashing a few days ago and we had a VERY hard time
trying to identify the cause.  After several days of trial and error, one of
the developers on the team noticed that a field length in the DB was not the
same as a field length in Remedy.  After further troubleshooting it was
found that the server stopped responding after doing a query/insert into
that table using that field IDthe only 'fix' I could find to get them
back in sync was to delete the field and re-create it.  We haven't had the
server crash since I did thatso it got me thinking that there might be
other fields with similar problems, so I started looking...I was shocked by
what I found and want to run it by some other people on the list to see if
they come across similar results.  The Query I have provided below is
running just fine on SQL Server 2008 R2...I don't know the equivalent for
Oracle...but I would like to know if other people find a large amount of
columns where the two values don't match.  With the below Query I came up
with 382 mismatches, many of which are on system generated forms, but a
majority of which are on my custom forms.  This is an OLD system...it's been
around since at least 6.0...and upgraded and modified in almost every major
revision since its inception.  We are currently on 7.6.4 SP1and I can
confirm with a form that I created yesterday...I created a 255 character
field...then shrunk it to 30, and it is on my list of mismatchescurious
about your results...please reply back :)

select a.name, f.fieldName, fc.maxLength as 'RemedyMaxLength',
c.CHARACTER_MAXIMUM_LENGTH as 'DBMaxLength'
from arschema a
inner join field f on f.schemaId = a.schemaId
inner join field_char fc on a.schemaId = fc.schemaId and f.fieldId =
fc.fieldId
inner join INFORMATION_SCHEMA.COLUMNS c on c.TABLE_NAME =
'T'+CAST(a.schemaId AS char) AND 'C'+CAST(fc.fieldId as char) =
c.column_name
where fc.maxLength != c.CHARACTER_MAXIMUM_LENGTH
AND c.CHARACTER_MAXIMUM_LENGTH != 2147483647
and f.fieldId != 1

NameField Name  RemedyMaxLength DBMaxLength
AR System Currency Label CatalogShort Description   4   254
AR System Currency Ratios   Short Description   4   254
Alert EventsUNUSED  5   254
Server Events   Unused_Descr3   254
Server Statistics   Short Description   3   254
UserPassword30  255
UserComputed Grp List   255 4000
AR System Administrator Preference  Short Description   128 254
AR System User Central File Short Description   128 254
AR System User Preference   Short Description   128 254
ReportSelection OriginalFormServer  128 254
ReportType  Short Description   128 254
FB:Alarm Events Monitor ID  15  254
FB:History  Short Description   128 254

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Surveys Not going out SRM 2.2

[Danaceau, Chris (CONTR)]

I'm testing Surveys for Incident Management.  I've configured the following:

1. Set up a rule for my Location Company (Last Surveyed Days = 1)
2. Configured Incidents to create requests

I found KA340199 to troubleshoot.  What I found was the the filter 
SRM:REQ:Status_Completed_515_Survey_CreateSurvey (515) does not fire. 
The Run If condition is:

 ( 'Status' = Completed) AND ( 'DB.Status' != Completed) AND ( 
'CSQ_Instance_ID' !=  $NULL$ ) AND ( 'z1D Char17' =  $NULL$ )

I've verified all conditions except CSQ_Instance_ID.   I can't see that getting 
set in the filter logs.  Does anyone know what should populate that field?  

-- 
Chris Danaceau
301-903-8741
Contractor to the Department Of Energy

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Re: Service Target Import issue

[Danaceau, Chris (CONTR)]

Was there any information in the arimportcmd log file?  It should be created in 
the same directory as your .arx file.

-Chris

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupesh Gupta
Sent: Monday, January 16, 2012 3:50 AM
To: arslist@ARSLIST.ORG
Subject: Service Target Import issue

**
server 7.6.04 SP1/SP2


friends -

While importing Servoce targets (a export from SLM export/import utility) file, 
there is nothing happening. Not a single record getting imported/

Below is logfile text.. can you please help here


12:09:48 16 Jan 2012 
**
12:09:48 16 Jan 2012
12:09:48 16 Jan 2012 BMC Service Level Management Application 7.6.04.0100
12:09:48 16 Jan 2012 Import/Export/Delete Utility
12:09:48 16 Jan 2012 Copyright 1991 - 2011 BMC Software, Inc. all rights 
reserved
12:09:48 16 Jan 2012
12:09:48 16 Jan 2012 Begin SLM Import/Export/Delete Utility.
12:09:48 16 Jan 2012
12:09:48 16 Jan 2012 Input Parameter: COMMAND   = Import
12:09:48 16 Jan 2012 Input Parameter: SERVER= vmars
12:09:48 16 Jan 2012 Input Parameter: TCPPORT   = 0
12:09:48 16 Jan 2012 Input Parameter: OVERWRITE = No
12:09:48 16 Jan 2012 AR Install Path= F:\Program Files\AR System
12:09:48 16 Jan 2012 AR Config Path = F:\Program Files\AR 
System\conf
12:09:48 16 Jan 2012 Input Parameter: DATA-FILE = C:\OLAs.arx
12:09:48 16 Jan 2012 Input Parameter: LOG-FILE  = C:\OLALog.log
12:09:48 16 Jan 2012
12:09:48 16 Jan 2012 Initialized access to AR system.

12:09:48 16 Jan 2012 Set Object IE Status to Processing at Schema 
SLM:ExportImportDeleteStatus
12:09:48 16 Jan 2012 Path for rik command   = F:\Program Files\AR System\
12:09:48 16 Jan 2012 Status - Begin importing SLM Meta Data.
12:09:48 16 Jan 2012
Debug Only - cmdLine = F:\Program Files\AR 
System\..\BMCSLMInstallJVM\bin\java -DisRik=1  -cp F:\Program Files\AR 
System\arapi7604_build002.jar;F:\Program Files\AR 
System\log4j-1.2.14.jar;F:\Program Files\AR System\arapiext7604_build002.jar 
com.bmc.arsys.apiext.data.DataImport -h 1 -g 1 -x vmars -a 0 -u Remedy 
Application Service -p  -o C:\OLAs.arx -l 
C:\OLALog_arimportcmd.log -D 0

12:09:48 16 Jan 2012 Please check the importcmd log file is OK nor not
12:09:48 16 Jan 2012
12:09:48 16 Jan 2012 Status - End importing SLM Meta Data.

12:09:48 16 Jan 2012 Also see additional Log File C:\OLALog_arimportcmd.log for 
result
12:09:48 16 Jan 2012 Set Object IE Status to Done Processing at Schema 
SLM:ExportImportDeleteStatus
12:09:48 16 Jan 2012 Finish - Import SLM meta Data
12:09:48 16 Jan 2012
12:09:48 16 Jan 2012 End SLM Import/Export/Delete Utility.
12:09:48 16 Jan 2012


rds,
Bhupesh Gupta
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Re: How do I force a filter to only happen after save? i.e. phase 3 ....

[Danaceau, Chris (CONTR)]

How about using the TR.Value which should capture the changed name?

--
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301-903-8741
Contractor to the Department Of Energy

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Friday, December 16, 2011 2:14 PM
To: arslist@ARSLIST.ORG
Subject: How do I force a filter to only happen after save? i.e. phase 3 

**
I have a workaround for this but I don't really like it.  But here is the 
problem I am trying to solve:

We have a custom crm app that contains people and clients.  I am trying to 
trigger an event for each client related to a person whenever a field is 
changed on the people record.  I have set up a filter that does a push fields 
to a temp field on a join form to fire the workflow.

Here is what is happening:


1.I change the person's last name.

2.   Filter processing begins and filters fire.

3.   Filter processing phase 2 begins.

4.   I do a push fields to a join form to trigger the event.

5.   Filter processing phase 3 begins.

Filter Level:0 Number Of Filters:50 Checking 
CKFR:DM:People-on_Submit/Modify-990-PushContactChangesToPeople-Assn_Join~! 
(990)
-- Passed -- perform actions
0: Push Fields - CKFR:DM:People-Assn_Join
deferred to phase 2

Even though I changed the name from Smith to Jones in my event I get 
Smith because the processing was done in phase 2.  I am not pushing the Last 
Name field to the join form because it already has it (that's why I created 
the join in the first place).  In addition because the Jones is in 
transaction it is not committed in the db yet.  I have a workaround but for the 
sake of learning was wondering if anyone has run into this before and what I 
could do to resolve it.

I have tried the following options:


1.Put a ~! At the end of the filter name.

2.   Use Application-Release-Pending run process command before the 
action fires in the filter.

3.   Use Application-Set-Filter-Phasing value where value = 1.  This 
didn't work either.

4.   Use the PERFORM-ACTION-APPLY run process command

Thanks,

Sean


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Problems changing the status of Service Targets

[Danaceau, Chris (CONTR)]

ARS 7.1 patch 8
SLM 7.1 patch 2

I wanted to set several service targets to Disabled because we're changing 
our Categorizations and the old targets would sometimes interfere with the new 
targets (even using groups).   I've tried changing status and saving on two 
environments now, and when building the server times out and the changes are 
not saved.  Is this a known issue to anyone?   Any quick fixes?   

Thanks,

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Contractor to the Department Of Energy

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Re: TelAlert Integration Question

[Danaceau, Chris (CONTR)]

Here's a stab.  Changes are in green.  Not every field translates exactly.   
Categorization data structure is different; Work Log now on it's own form.

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Chris Danaceau
301-903-8741
Contractor to the Department Of Energy

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L
Sent: Monday, October 10, 2011 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: TelAlert Integration Question

**
Christie - Yes, I created a new filter and am able to send and acknowledge 
tickets using TelAlert.  The remaining piece is to complete the 
reply_remedy.pl file with updated 7.64 field ids so that the ticket can 
actually be acknowledged.  Here is a snippet of the file if anyone wants to 
take a stab at helping me to replace old to new fields ;)

# ARS Field Id's
$HD_CALLID=1;  Incident Number (100161)
$HD_STATUS=7;
$HD_PROB_SUMMARY=8; Summary (10)
$HD_PROB_DETAIL=24007; Notes (100151)
$HD_CASE_TYPE=26130; Service Type (100099)
$HD_SOURCE=26128;  Reported Source (100215)
$HD_WORK_LOG=24008; N/A - Now in a separate form
$HD_URGENCY=24009; 100162
$HD_CATEGORY=20003; Categorization Tier 1 (100063)
$HD_TYPE=20004; Categorization Tier 2 (100064)
$HD_ITEM=20005; Categorization Tier 3 (100065)
$HD_USERNAME=24001; First Name (100019) + Last Name (100018)
$HD_USERPHONE=26128; Phone Number (100056)
#
# ARS Status Field Values
$HD_STATUS_New=0;
$HD_STATUS_ASSIGNED=1;
$HD_STATUS_WIP=2;
$HD_STATUS_PENDING=3;
$HD_STATUS_RESOLVED=4;
$HD_STATUS_CLOSED=5;
$HD_STATUS_CANCELLED=6;
#
# ARS Priority Field Values
$HD_PRIORITY_LOW=0;
$HD_PRIORITY_MEDIUM=1;
$HD_PRIORITY_HIGH=2;
$HD_PRIORITY_URGENT=3;
$HD_PRIORITY_CLEAR=4;

$HD_PRIORITY_CRITICAL=0;
$HD_PRIORITY_HIGH=1;
$HD_PRIORITY_MEDIUM=2;
$HD_PRIORITY_LOW=3;
#
# ARS Impact  Field Values
$HD_IMPACT_LOW=0;
$HD_IMPACT_MEDIUM=1;
$HD_IMPACT_HIGH=2;
$HD_IMPACT_URGENT=3;

$HD_IMPACT_EXTENSIVE=1000;
$HD_IMPACT_SIGNIFICANT=2000;
$HD_IMPACT_MODERATE=3000;
$HD_IMPACT_MINOR=4000;
#

~
Terri Lockwood
IT Service Excellence/Operations Systems Management
Sr. Administrator Tech Services IT
9512 Sunbeam Center Drive
Jacksonville, FL  32257
Office - 904-886-7687
Fax - 904-886-7676
Cell - 904-424-1602
Email - tlockw...@adt.com

Have you tried using IT 
Self-Servicehttp://jaxmidtier02.adt.com/arsys/servlet/ViewFormServlet?form=Remedy+Requester+-+New+Requestserver=sy01114.adt.comusername=ADTSelfServicepwd=rssmode=SubmitF24005=ADTSelfServiceF24001=ADT+Self+ServiceF2=ADTSelfService
 yet?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, October 10, 2011 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: TelAlert Integration Question

**
Did you look at the form called Config Pager Service Provider?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L
Sent: Friday, October 07, 2011 10:07 AM
To: arslist@ARSLIST.ORG
Subject: TelAlert Integration Question
**
Upgrading to 7.64 and trying to complete the integration with TelAlert for our 
cell phone notifications.  Been working with the TelAlert folks and all is done 
except to find the Filter which calls the Run Process for the integration.  
I've been told that it is out of the box functionality but I can't find it.  
Any help would be greatly appreciated.

Terri


ITSM 7.64
Both Remedy and TelAlert servers are Windows
TelAlert 5.71

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Re: Inherent Group/Role Approvals in 7.0

[Danaceau, Chris (CONTR)]

Ron I saw this implemented successfully at a previous engagement with a 7.1 
ITSM system.  There is an obvious risk with it not being supported by BMC.   In 
our case it helped us reduce the volume of approval records we had to 
configure, which was considerable (thousands).

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301-903-8741
Contractor to the Department Of Energy

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Tavares
Sent: Thursday, July 28, 2011 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Inherent Group/Role Approvals in 7.0

**
We are using Change 7.0.3 p9, Approval Server 7.1 p7.

The 7.0 ITSM Configuration Guide talks about the ability to choose an Inherent 
Group/Role for an approver.  This is supposed to automatically create 
individual approvals for each memeber of the specified Group who has the 
specified Function Role.  We would like to use this, but the option is not 
present in the Approval Mapping form.

BMC has a KB out there, (KA297668), that states, Inherent Group Role 
functionality in approval mappings is not supported in ITSM 7.0.  It is 
offlined because the functionality is not available in ITSM 7.0.

The option can be enabled by simply changing it's status in the shared menu 
form, (SYS:Menu Items).  So, I'm tempted to turn it on and test it.  Then I 
thought,... someone on the list must have tried this.

Anyone have any experience with this?

Thanks,

.ron
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Changeable Reported Date Rule

[Danaceau, Chris (CONTR)]

And responded and resolution date.  From what I can tell the settings haven't 
changed the access these fields.   As an Incident Master I can change Responded 
Date and Last Resolved Date, but not Reported Date.  As a regular user I can 
only change Last Resolved Date.   Changing the Incident rules seems to have no 
effect on this access.



ITSM 7.1, patch 7.


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301-903-8741
Contractor to the Department Of Energy

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Re: Data Management Tool Error

[Danaceau, Chris]

Mark, I JUST ran into the same issue.   For me the cause turned out to
be the Admin tool (actually, the arimportcmd.exe that is bundled with
it).   I was advised to patch my Admin tool to 7.1 patch 1 or higher.
I installed patch 4 and the imports worked after that.   
 
The problem is not with the DM tool, it is a defect with the import
tool.
 
 
Here is the related defect id:  SW00276159
 

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This e-mail and its attachments are confidential and solely for the
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From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mark Lev
Sent: Friday, March 13, 2009 10:37 AM
To: arslist@ARSLIST.ORG
Subject: Data Management Tool Error


** 
Hello,
 
I am having a problem with Data Management Tool, and was hoping someone
could help.
 
ARS 7.1
ITSM 7.03
Windows OS
SQL Server
All latest patches
 
Error occurs when trying to Import CSV Files.  The convert worked.
 
Following is the error:  (I've xx'd out the password)
...
ACTL Checking DLD:DIP:Import_ProcessBatch (100)
ACTL - Passed qualification -- perform if actions
ACTL  0: Set Fields
ACTL Process: C:\Program Files\BMC Software\BMC Remedy
ITSM Data Management Tool\Data Load\Import.bat
C:\Program?Files\AR?System\Admin
C:\Program?Files\BMC?Software\BMC?Remedy?ITSM?Data?Management?Tool
Skittles CTM-LoginID 2693 0 ?  Foundation 
ACTL z1D Char02 (100066) =  
 Unable to load mappings from file.
1
...
I would greatly appreciate anyones help.
 
Thanks,
Mark
 
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[Danaceau, Chris]

 
 

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Re: Check a Database Link in workflow.

[Danaceau, Chris]

I did something similar in Remedy to check the status of an LDAP integration.   
I ran an escalation against a control record and queried the plug-in form for a 
qualifying record.   If one was returned, I knew the link was up. 


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This e-mail and its attachments are confidential and solely for the intended 
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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, February 27, 2009 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Check a Database Link in workflow.

What database you are working with would be helpful.

In Oracle I create a function to select a value thru the database link.  I just 
make sure the function has the Exception clause in it.

CREATE OR REPLACE FUNCTION Test_dbLink_ARS2 RETURN Number IS   
   Result Number(15);   
BEGIN   
   select SCHEMAID into Result from aradmin.arsch...@ars2_link where NAME = 
'User';   
   RETURN Result;   
EXCEPTION   
   WHEN OTHERS THEN   
   RETURN NULL;  
END Test_dbLink_ARS2;   
/

If you get back a number then the link is up.  If you get back NULL then the 
link is down.

In your workflow do a SQL Set fields action:   
   Select Test_dbLink_ARS2() from Dual;

You could even get fancy and pass in the Link name to the function

Fred


- Original Message -
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of J Kovalcik
Sent: Friday, February 27, 2009 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Check a Database Link in workflow.

Listers,
 
  How do you check through workflow if a Database Link to an external 
database is available ?

Thanks, 


    John Kovalcik

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Re: ITSM 7 AIE Question

[Danaceau, Chris]

I agree.  I created a staging table to translate data from my LDAP
source before I pushed it into the CTM:People form.
 

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From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kelly Deaver
Sent: Tuesday, February 24, 2009 7:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7  AIE Question


** 
Roger's recommendation is the standard recommendation. It is always a
good practice to bring in to a staging table, do transformation of data,
then push to the final forms.
 
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: ITSM 7  AIE Question
From: Roger Justice rjust2...@aol.com
Date: Tue, February 24, 2009 5:47 pm
To: arslist@ARSLIST.ORG

** You can also create a new staging form that you would
populate that would have the workflow to provide valid data and then
push to CTM:People.


-Original Message-
From: Drew Shuller d...@io.com
To: arslist@ARSLIST.ORG
Sent: Tue, 24 Feb 2009 6:03 pm
Subject: Re: ITSM 7  AIE Question


** 
Christie, I like to keep things simple for AIE. Can you create a
database view in your payroll system that holds the correct data?
 
Drew
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Re: SLA 5.5

[Danaceau, Chris]

Warren I've got the 5.5 SLA User Guide if that would help.
 

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From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Warren Baltimore
Sent: Friday, February 06, 2009 12:51 PM
To: arslist@ARSLIST.ORG
Subject: SLA 5.5


** 
Does anybody have the PDF's for the ITSM 5.5 suite?  Specifically the
SLA (i'll take them all if you have them)?
 
I'd really appreciate it.

RANT
It's pretty weak that BMC doesn't keep the documentation available to
PAYING CUSTOMERS!  I don't care if it's out of support, it takes NO
space to keep them on file
 
*SIGH*
/RANT

Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: SLA's - ITSM 5.5

[Danaceau, Chris]

Warren I put together a Key to help our reporting team figure out how
to measure SLA times in our 5.5 environment.   This is for Help Desk
tickets but it may be instructive for your Change SLA as the measurement
fields are generic.
 
Application_InstanceID : HD002552416- Case ID
SLA Name : VenL2 - Resolve Medium 
MeasurementStatus : Met
MeasurementDone : Yes
MetMissed Amount : 37,130.00- In Seconds
ParentStartTime : 1/3/2006 7:24:09 AM   - SLA Measurement Started
ParentStopTime : 1/3/2006 1:41:21 PM- SLA Measurement Completed
ParentTotalElapsedTime : 22,632.00  - Total Elapsed time for SLA
(seconds) - Includes Exclusion time
SLAMain_GoalTime : 39,600.00- SLA Goal (in seconds)
ChildDnStartTime : 1/3/2006 8:02:39 AM  - Measurement Exclusion
Start
ChildDnStopTime : 1/3/2006 1:38:41 PM   - Measurement Exclusion End
ChildDnTotalElapsedTime : 20,162.00 - Total Exclusion Time

 

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From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Warren Baltimore
Sent: Friday, January 02, 2009 10:39 AM
To: arslist@ARSLIST.ORG
Subject: SLA's - ITSM 5.5


** 
ITSM 5.5
ARS 6.3
 
I've been asked to create an SLA against Changes in ITSM.  I have been
unable to find much documentation on how the SLA module works, but I
have managed to figure out the creation part.
 
What I don't understand is this.  I've set up the SLA so that the Goal
is Resolution Time with 16 hours the goal.  The Clock is supposed to
start running immediately and stop at Status = Resolved.  But when I go
to the join CHG:Change_SLA to look at the results, I can't find an entry
that tells me how long it took to resolve.
 
As I said, this is a bit new to me, and I'm learning by trial and error.
Am I missing something?  Do I need to set up a field on the Change Form
that calculates open time so that it can be reported on?  How does the
SLA rule know when something has passed.
 
This is the SLA module that comes with the ITSM suite.  Not the add on.
 
Thanks for any help you might be able to offer!
 
Warren

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Remedy Developer
410-533-5367

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Re: Permissions Issues - URGENT HELP NEEDED

[Danaceau, Chris]

Have you tried setting up an Incident Owner assignment record that
defaults ownership of ALL incidents to your HD group?   I'm assuming
you've got them configured as a Help Desk group also, right? 


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie
Sent: Wednesday, December 10, 2008 6:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Permissions Issues - URGENT HELP NEEDED

All ~ we are using (and want to keep) single-tenancy mode but we want
our 
HD to have the ability to update any ticket.  I've listed their Support 
Group role as Help Desk but if an incident is submitted by someone
outside 
of the HD, ownership is listed as the group who submitted the incident.

This is as-designed, correct?  This should be simple to adjust but since

I'm still familiarizing myself with the ITSM Suite, I'm a little
hesitant 
(OK - a lot).  Your help, as always, is greatly appreciated.


On Thu, 4 Dec 2008 17:19:11 -0500, Jase Brandon [EMAIL PROTECTED] 
wrote:

Hi Laurie,
What if any errors do you get when users try to modify a ticket they
didn't
submit?
Anything in the logs?

Thanks,

Jase

On Thu, Dec 4, 2008 at 12:52 AM, Muhlethaler, Laurie 
[EMAIL PROTECTED] wrote:

 **

 Listers ~ either I'm going insane or I'm just overlooking something
 simple.



 All of a sudden, our users cannot modify tickets that they did not 
submit.
 The submitter mode is set to Changeable and has been since
inception.  
We
 are/were planning on going live tomorrow morning and this stupid
issue 
just
 popped up.  I'm at my wits end as I absolutely can't see what's
causing 
this
 issue.



 Any help is greatly appreciated.



 *7.0.03 Patch 006*

 Service Desk

 Asset Management





 *Laurie Muhlethaler*

 First Republic Bank

 Remedy Developer / Administrator

 415.364.4436


 [image: [First Republic Bank logo]]
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The information transmitted is intended only for the person or entity to
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taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you
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Re: SLM Business times based on Priority

[Danaceau, Chris]

I'd agree with Matthew.   I created several sets of Service targets
(i.e, Incident Reassignment), with separate targets for each priority.
I have time segments for 24X7, 8 - 6, 9 - 5, etc.   Never had any
problem with the wrong time segment attaching.
 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
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approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault
Sent: Tuesday, December 09, 2008 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Business times based on Priority


** 

Sahfqat

What we did to handle this was setup different Service Targets with the
different priorities (one Service Target for Critical and High, One
Service Target for Medium/Low).

Then attached the different Time Segments to the different Service
targets.

The thing with Time Segments is they apply to the WHOLE Service Target
(you picked the Time Segment on Step 2 correct?), not just certain
milestones in the service target.

 

 

HTH,

Matt P. 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: Tuesday, December 09, 2008 12:47 PM
To: arslist@ARSLIST.ORG
Subject: SLM Business times based on Priority

 

** 

Hi All

We have two times for the SLA's, for Critical and High it is a 24 hour
clock and for Medium and Low it is 8 - 5 Monday to Friday.
Although I have defined these segments, but the Medium and Low are still
picking up the 24 hour segment. Any ideas how to make this work?

thanks for your help

shafqat


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Security Permission for Pasword Resets

[Danaceau, Chris]

Testing Security Permissions in ITSM 7
 
Configured a user with Security permissions in order to reset any user
password.  When I click the Reset Password link the user ID is locked
down to the current user.  Shouldn't this behave differently for my user
with Security permissions?   The stated functionality does not seem to
be achieved without the ability to search for ANY user on the User
Password Reset form.
 

-- 

Chris Danaceau

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Who has done any password management while using AREA LDAP Authentication

[Danaceau, Chris]

ITSM 7, ARS 7.1
 
Our issue is that while our LDAP password rules are good, we have some
accounts solely in Remedy (utility accounts) for which we need to
enforce password rules.   The password Management function does not look
like an option.   We'd need to keep it disabled for the LDAP folks (99%)
which would be a logistical nightmare.  I'm leaning towards disabling
the password change abilities for all users except contact people admin.
I'm on a short deadline to come up with a solution, and the volume of
passwords we would have to manage would be minimal.
 
TIA
 

-- 

Chris Danaceau

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approval. If received in error, contact the sender and delete them.

 

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Re: Who has done any password management while using AREA LDAP Authentication

[Danaceau, Chris]

Correct me if I'm wrong, but anyone with an LDAP account could update
their password (for instance to password).   That would give them a
weak password, they would subsequently NOT authenticate through LDAP -
by virtue of having a non NULL password, and they would still not be
subject to any password management.   To reiterate, this is a security
finding that we have to ENSURE strong password management. 


-- 
Chris Danaceau
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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, October 29, 2008 10:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Who has done any password management while using AREA LDAP
Authentication

All of our customer accounts (170,000) that are populated from LDAP (and
authenticate to LDAP) get this checkbox selected as part of the
integration that creates their CTM:People and User records.  The 300
manually created and managed support staff accounts with local passwords
are left subject to the OOTB password management rules.  It was not that
hard to separate the two types of users in our case, and they have been
coexisting with no apparent problems.  One caution if you modify any of
the password management workflow - if you ever apply any patch to the AR
Server using the installer, it will restore the original OOTB version of
the password management workflow.

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:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
 Sent: Wednesday, October 29, 2008 9:10 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Who has done any password management while using AREA
LDAP
 Authentication

 On 7.1 there is the Disable Password Management For This User
 checkbox

 All you would have to do is to add code to set that field
automatically
 if the password is null

 Fred


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
 Sent: Wednesday, October 29, 2008 8:49 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Who has done any password management while using AREA
LDAP
 Authentication

 I haven't used Remedy's password management, but Roger's suggestion
 sounds good if Remedy will let you evaluate the password field
contents
 in a qualification.  I don't think it will let you directly do that,
 though.

 If that's true, how about a naming convention on the utility accounts
 that you could search against (i.e., util-1, util-2, etc.), or perhaps
 even adding an (admittedly unsupported) selection field on the User
 form
 to mark the accounts you want to exclude.

 David D.

  Review the OOTB workflow and determine if you can add a
qualification
  where password is not null should work.
 
 
 
  -Original Message-
  From: Danaceau, Chris [EMAIL PROTECTED]
  To: [EMAIL PROTECTED]
  Sent: Wed, 29 Oct 2008 9:04 am
  Subject: Who has done any password management while
  using AREA LDAP Authentication
 
  ** ITSM 7, ARS 7.1
 
 
 
  Our issue is that while our LDAP password rules are good, we have
  some accounts solely in Remedy (utility accounts) for which we need
  to enforce password rules.   The password Management function does
  not look like an option.   We'd need to keep it disabled for the
LDAP
  folks (99%) which would be a logistical nightmare.  I'm leaning
  towards disabling the password change abilities for all users except
  contact people admin.   I'm on a short deadline to come up with a
  solution, and the volume of passwords we would have to manage would
  be minimal.
 

 --
 David Durling 706-542-0223
 Enterprise IT Services [EMAIL PROTECTED]
 University of Georgia


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Re: Escalation Threads

[Danaceau, Chris]

We added a second thread and configured the primary notification engine
escalation, SYS:NPC:IM1-TriggerGroupNTG, to use that thread.  We have
significant notification volume based on some standard Service Targets,
and this escalation is on a one minute poll.   Bottom line, identify
your high intensity escalations and assign them to a separate pool to
avoid having them impact the other escalations.
 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Tuesday, October 28, 2008 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Escalation Threads


** 
I was wondering does anyone know what a good numbering is for the AR
Escalation threads, min/max.  We have a Large system, with about 100,000
incidents just to give you an idea.  We have all applications, Service
Desk, Change Management, CMDB, Asset, SLM etc...  For some reason our
escalations started to almost stop the other day and we looked and it
was set to 1:1.
 

Kevin Begosh, RSP

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Re: RANT: Support Finally Got under my skin

[Danaceau, Chris]

So first of all my account has administrator permissions.  Client side
logging group is Administrator.   Problem is the only content in the
filter log file is a Start note and an End note.   Here's the full
content for an Incident Submission.
 
WFLG /* Wed Oct 22 2008 16:33:32 */
WFLG Workflow Trace Log -- ON
WFLG BMC Remedy User Version 7.1.00
WFLG /* Wed Oct 22 2008 16:33:46 */
WFLG Workflow Trace Log -- OFF

 
BTW, this only happens on one of my environments.
 
 
 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, October 23, 2008 10:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin


** 
Out of curiosity...what's your problem with client side logging?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Thursday, October 23, 2008 5:57 PM
To: arslist@ARSLIST.ORG
Subject: RANT: Support Finally Got under my skin


** 
 Can you please re-check the permissions for the user-id that you are
using and try the same with the Demo user as well?

Same behavior for Demo. The ID I am using is definitely a member of the
Administrator group. It is my personal login. If it wasn't in the
correct group the client would not permit me to even turn on the client
side filter logging. As you can see from my original logs, that is not
the case

 Kindly let me know in case of any concerns on this.

Concerns? My concern is that BMC will extend the time it takes to
properly address this issue by having me jump through the hoops of your
scripted first level support procedures. I've been working with this
product for 7 years. I know how client side logging is supposed to work.

 

-- 

Chris Danaceau

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intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 
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Re: RANT: Support Finally Got under my skin

[Danaceau, Chris]

Sounds like it may be worth changing the logging group to something else
then changing it back to Administrator. 


-- 
Chris Danaceau
This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Friday, October 24, 2008 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin

The funny thing is that if the group is changed, and you are not an
explicit
member, you can turn on filter logging as an admin, but the filters
don't
show up in the log. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72
CS/SCBAH
Sent: Friday, October 24, 2008 6:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin

I am almost scared to ask this question, Chris, but have you checked in
the
admin tool under File - Server Information, Log Files - Client Side
Logging Group to see which group is set there?

I don't think that your original issue was with logging, but I just
thought
that I would point out that it is possible to have a non-admin account
perform filter logging.

UPDATE: Even with this group changed, my admin account could perform
filter
logging. Strange.. I could have sworn that before I could not log on my
admin account if the logging group was set to an explicit group of which
I
was not a member. Oh well, maybe I'm just special, at least that's what
my
Mom always told me.

Thanks,

Gary Opela, Jr.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, October 23, 2008 9:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin

**
Out of curiosity...what's your problem with client side logging?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Thursday, October 23, 2008 5:57 PM
To: arslist@ARSLIST.ORG
Subject: RANT: Support Finally Got under my skin


** 
 Can you please re-check the permissions for the user-id that you are
using and try the same with the Demo user as well?

Same behavior for Demo. The ID I am using is definitely a member of the
Administrator group. It is my personal login. If it wasn't in the
correct
group the client would not permit me to even turn on the client side
filter
logging. As you can see from my original logs, that is not the case

 Kindly let me know in case of any concerns on this.

Concerns? My concern is that BMC will extend the time it takes to
properly
address this issue by having me jump through the hoops of your scripted
first level support procedures. I've been working with this product for
7
years. I know how client side logging is supposed to work.

 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended
addressee(s). Do not share or use them without Fannie Mae's approval. If
received in error, contact the sender and delete them.

 
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Re: RANT: Support Finally Got under my skin

[Danaceau, Chris]

Yes.  Logging works on the server.
 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Friday, October 24, 2008 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin


** 

Silly question but does filter logging work on the server side?

 

--- J.T. Shyman



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Friday, October 24, 2008 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin

 

So first of all my account has administrator permissions.  Client side
logging group is Administrator.   Problem is the only content in the
filter log file is a Start note and an End note.   Here's the full
content for an Incident Submission.

 

WFLG /* Wed Oct 22 2008 16:33:32 */
WFLG Workflow Trace Log -- ON
WFLG BMC Remedy User Version 7.1.00
WFLG /* Wed Oct 22 2008 16:33:46 */
WFLG Workflow Trace Log -- OFF

 

BTW, this only happens on one of my environments.

 

 

 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, October 23, 2008 10:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin

** 

Out of curiosity...what's your problem with client side logging?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Thursday, October 23, 2008 5:57 PM
To: arslist@ARSLIST.ORG
Subject: RANT: Support Finally Got under my skin

** 

 Can you please re-check the permissions for the user-id that you are
using and try the same with the Demo user as well?

Same behavior for Demo. The ID I am using is definitely a member of the
Administrator group. It is my personal login. If it wasn't in the
correct group the client would not permit me to even turn on the client
side filter logging. As you can see from my original logs, that is not
the case

 Kindly let me know in case of any concerns on this.

Concerns? My concern is that BMC will extend the time it takes to
properly address this issue by having me jump through the hoops of your
scripted first level support procedures. I've been working with this
product for 7 years. I know how client side logging is supposed to work.

 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 

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Re: RANT: Support Finally Got under my skin

[Danaceau, Chris]

Worth a look, I guess.   This environment was originally a 7.0 ARS
upgraded to 7.1.   Should I check the group form for this?
 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Friday, October 24, 2008 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin


** 
Sorry to jump in here but ...
 
Are you sure you don't have 2 groups of Administrator?  I had that
problem after the 6.3.0 to 7.1.0 upgrade.  The upgrade added an
additional set of groups with different group IDs.  I had all sorts of
strange things going on until I removed the incorrect (new) groups.   It
sounds like the server may think the client side group is set as
Administrator (the new one).
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Friday, October 24, 2008 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin


That's exactly what I see on my side when I'm an admin, and the client
side logging group ISN'T Administrator, and I'm not an explicit member
of the group that it is set to.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Friday, October 24, 2008 6:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin


So first of all my account has administrator permissions.  Client side
logging group is Administrator.   Problem is the only content in the
filter log file is a Start note and an End note.   Here's the full
content for an Incident Submission.
 
WFLG /* Wed Oct 22 2008 16:33:32 */
WFLG Workflow Trace Log -- ON
WFLG BMC Remedy User Version 7.1.00
WFLG /* Wed Oct 22 2008 16:33:46 */
WFLG Workflow Trace Log -- OFF

 
BTW, this only happens on one of my environments.
 
-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, October 23, 2008 10:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin

Out of curiosity...what's your problem with client side logging?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Thursday, October 23, 2008 5:57 PM
To: arslist@ARSLIST.ORG
Subject: RANT: Support Finally Got under my skin


 Can you please re-check the permissions for the user-id that you are
using and try the same with the Demo user as well?

Same behavior for Demo. The ID I am using is definitely a member of the
Administrator group. It is my personal login. If it wasn't in the
correct group the client would not permit me to even turn on the client
side filter logging. As you can see from my original logs, that is not
the case

 Kindly let me know in case of any concerns on this.

Concerns? My concern is that BMC will extend the time it takes to
properly address this issue by having me jump through the hoops of your
scripted first level support procedures. I've been working with this
product for 7 years. I know how client side logging is supposed to work.

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 
 
 
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Re: RANT: Support Finally Got under my skin

[Danaceau, Chris]

Strike ... Um ... 4.  Set it to Config Categorization Admin.  No luck.
Thanks for all the suggestions so far.  Haven't had any success yet. 


-- 
Chris Danaceau
This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72
CS/SCBAH
Sent: Friday, October 24, 2008 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin

I agree with LJ. Chris, try setting an explicit group for logging, then
giving your login account that same explicit group.  Try it out again,
and see how it works.

Gary

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Friday, October 24, 2008 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin

** 
That's exactly what I see on my side when I'm an admin, and the client
side logging group ISN'T Administrator, and I'm not an explicit member
of the group that it is set to.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Friday, October 24, 2008 6:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin


** 
So first of all my account has administrator permissions.  Client side
logging group is Administrator.   Problem is the only content in the
filter log file is a Start note and an End note.   Here's the full
content for an Incident Submission.
 
WFLG /* Wed Oct 22 2008 16:33:32 */
WFLG Workflow Trace Log -- ON
WFLG BMC Remedy User Version 7.1.00
WFLG /* Wed Oct 22 2008 16:33:46 */
WFLG Workflow Trace Log -- OFF

 
BTW, this only happens on one of my environments.
 
 
 

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From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, October 23, 2008 10:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Support Finally Got under my skin


** 
Out of curiosity...what's your problem with client side logging?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Thursday, October 23, 2008 5:57 PM
To: arslist@ARSLIST.ORG
Subject: RANT: Support Finally Got under my skin


** 
 Can you please re-check the permissions for the user-id that you are
using and try the same with the Demo user as well?

Same behavior for Demo. The ID I am using is definitely a member of the
Administrator group. It is my personal login. If it wasn't in the
correct group the client would not permit me to even turn on the client
side filter logging. As you can see from my original logs, that is not
the case

 Kindly let me know in case of any concerns on this.

Concerns? My concern is that BMC will extend the time it takes to
properly address this issue by having me jump through the hoops of your
scripted first level support procedures. I've been working with this
product for 7 years. I know how client side logging is supposed to work.

 

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RANT: Support Finally Got under my skin

[Danaceau, Chris]

 Can you please re-check the permissions for the user-id that you are
using and try the same with the Demo user as well?

Same behavior for Demo. The ID I am using is definitely a member of the
Administrator group. It is my personal login. If it wasn't in the
correct group the client would not permit me to even turn on the client
side filter logging. As you can see from my original logs, that is not
the case

 Kindly let me know in case of any concerns on this.

Concerns? My concern is that BMC will extend the time it takes to
properly address this issue by having me jump through the hoops of your
scripted first level support procedures. I've been working with this
product for 7 years. I know how client side logging is supposed to work.

 

-- 

Chris Danaceau

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intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 

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Re: Issue with Product Name

[Danaceau, Chris]

Hmm... I would expect logging to show this.   Did you turn on filter AND
active link logging?   We're on patch 6.  Seen a lot of defects, this
was not one of them.
 

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From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Thursday, October 09, 2008 4:03 PM
To: arslist@ARSLIST.ORG
Subject: Issue with Product Name


** 
Hi all,
I am having an issue with Remedy in that when a incident is resolved the
product name field is being blank out.  This is nothing I did, so it is
out of the box code.
 
We are on AR Server 7.1 patch 3, Server Desk 7.03 patch 7, and SQL 2005
server, and Windows 2003 AR Server.  I have logging but it is not really
showing anything.
 

Kevin Begosh, RSP

External Initiatives

System Design  Integration 

301-791-3540 Phone

410-422-3623 Cell

[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 

 
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Re: escalation

[Danaceau, Chris]

Rick we do this all the time.   I use a read-only check box field on my
target form.  The escalation set's the field to Yes given the right
conditions.  The filter logic is:
 
'TR.CheckBoxField' = Yes
 

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approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Trevino, Rick
Sent: Friday, October 10, 2008 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: escalation


** 

Brian, would that not run every time someone modifies the record?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
Sent: Friday, October 10, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: escalation

 

** 

No qualification on the filter; it is just on modify.  I set the
display-only field to $date$ for no particular reason other than that it
triggers the on modify filter :-).  

Brien

On Fri, Oct 10, 2008 at 8:56 AM, Trevino, Rick [EMAIL PROTECTED]
wrote:

** 

Brien, once your escalation runs, what is the qualification you are
using for the filter. Are you using the date field you set in the
qualification ? AR 7.0.1 patch 6

Thanks !

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
Sent: Friday, October 10, 2008 10:42 AM


To: arslist@ARSLIST.ORG
Subject: Re: escalation

 

** 

I have a filter that executes On Modify.  So I have an escalation that
sets a field to $DATE$ to trigger the modify action.  This sounds like
what you are doing, so I'm not sure why it doesn't work.   I'm even
setting a display-only field and it still works.  AR 7.1 patch 003

Brien

On Fri, Oct 10, 2008 at 8:30 AM, Trevino, Rick [EMAIL PROTECTED]
wrote:

** 

Good morning everyone,

Does anyone know how to trigger a filter from an escalation,

I have tried to set up a flag and set it with an escalation so it can
modify the form, to trigger the filter on modify and it does not work,
but if I modified the form manually it will kick off the filter.

Has anyone had to do this before,

Thanks Rick

 

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Re: Limitation of Member List on AP:Role form

[Danaceau, Chris]

Can't help but we ran into the same problem.   I'd be interested in any
responses to this. 


-- 
Chris Danaceau
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approval. If received in error, contact the sender and delete them.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Viji.PK
Sent: Tuesday, September 16, 2008 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Limitation of Member List on AP:Role form

Hi All,

We have a requirement to add 100's of approvers onto one single group
for
the change management process.

The field length of Member list on the AP:Role form is just 512, is
there
any document which helps us to understand the things behind increasing
this
field length? For E.g., 1000.

Has anybody faced this problem? we are on V7.0.01

Thanks,
Viji
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Re: Permissions question.....

[Danaceau, Chris]

Is this an in house developed system or an ITSM implementation?
 

-- 

Chris Danaceau

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From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, August 15, 2008 7:50 AM
To: arslist@ARSLIST.ORG
Subject: Permissions question.


** 

We finally have our system built and are starting to think about
permissions

for the users. Is there a central place where the possible permissions
are

listed or described? I've tried to scan the manuals but didn't find
anything

like that...but maybe I wasn't looking in the right placebut are
they listed

anywhere or just spread out throughout the ton of manuals...? Thanks!



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Re: Permissions question.....

[Danaceau, Chris]

In the ITSM Config Guide look at chapter 5 permissions and roles.
 
Within the application:  From the home page click Application
Administration Console, then select the  Custom Configuration tab.
Select Foundation, People, People.  On any Person Record click the
Login/Access Details tab, then click the Update Permission Groups
button.
You can browse permission groups from the dialog box.  As you select
them a description of the abilities will be presented in the text box
below your selection.
 

-- 

Chris Danaceau

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intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, August 15, 2008 9:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Permissions question.


** 

Right out of the box ITSMno changes at allbrand spankin' new..

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Friday, August 15, 2008 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Permissions question.

 

** 

Is this an in house developed system or an ITSM implementation?

 

-- 

Chris Danaceau

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intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, August 15, 2008 7:50 AM
To: arslist@ARSLIST.ORG
Subject: Permissions question.

** 

We finally have our system built and are starting to think about
permissions

for the users. Is there a central place where the possible permissions
are

listed or described? I've tried to scan the manuals but didn't find
anything

like that...but maybe I wasn't looking in the right placebut are
they listed

anywhere or just spread out throughout the ton of manuals...? Thanks!



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Re: Question: SLM Import and Export - ITSM 7

[Danaceau, Chris]

We had a couple problems:

1.  Importing service targets with actions:  The actions DO NOT get
imported to the destination server.  I had to rebuild them all.  BMC
recommended the latest patch release to fix this (SLM 7.1, patch 1), but
we're too close to implementation to patch right now.  (Still smarting
from a bad patch 6 experience)

2.  A handful of service targets would not start properly.  They would
attach, but not start per the definition.  Again, the BMC recommendation
was to rebuild. 


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, July 15, 2008 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Question: SLM Import and Export - ITSM 7

Has anyone had any experiences with the SLM Import/Export Utility?

Thanks!

Ty


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Re: Question: SLA - Emails / Audit Log

[Danaceau, Chris]

T - 

From the vertical navigation bar on the ticket:  Functions, View Audit
Log.  When the dialog opens click the Notification Audits tab.   You
should see the Service Level notification audits there. 


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Monday, July 14, 2008 5:19 PM
To: arslist@ARSLIST.ORG
Subject: Question: SLA - Emails / Audit Log

I have my SLAs setup and they are working.  Emails are going out, no
problem.

However, i'm not sure if there is a place that audits the SLA
Escalation Emails that go out.  I have looked in the Audit Log on
Incident, but it does not store SLA Escalation Emails there.

Is there a place that keeps an audit of these emails?

Thanks!


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Re: How to trigger workflow at specific time?

[Danaceau, Chris]

Service Level Target?  If the calculation is consistant you could
probably build an SLA/SLT with a milestone to to email the agen 30
minutes before the goal.
 

-- 

Chris Danaceau

703-833-2459

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From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shweta Dhaneshwar
Sent: Tuesday, July 01, 2008 2:04 AM
To: arslist@ARSLIST.ORG
Subject: How to trigger workflow at specific time?


** 

Dear Listers,

 

I have a requirement where a time frame is configured for a Helpdesk
agent to make a call to the Customer. A reminder should be send to a
helpdesk agent 30 mins before the End Time of the time frame configured.


 

Since this time value is dynamic and will be calculated based on certain
configuration, I would want to know how to trigger some workflow at a
specific time which is dynamic.

 

Thanks in advance,

Shweta.

 





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Re: Oracle 10G R2 - Case Sensitivity - ITSM 7

[Danaceau, Chris]

Indeed.  We scrapped an Sybase to Oracle conversion in 2006 because of
performance issues around case insensitivity.


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shyam Attavar
Sent: Tuesday, July 01, 2008 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle 10G R2 - Case Sensitivity - ITSM 7

Phil,

I am not sure if you are aware of the performance impact a case
insensitive Oracle DB can have on the overall application performance. I
have heard at least couple of scenarios where people were forced to
revert back to a case sensitive setup, when performance issues became
unbearable. Hope you have considered this.

Regards,
--
Shyam
- Original Message -
From: Boucher, Philip [EMAIL PROTECTED]
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Tuesday, July 01, 2008 8:33 AM
Subject: Oracle 10G R2 - Case Sensitivity - ITSM 7


Hi,

We are currently setting up a new ARS 7.1 - ITSM 7 system on an Oracle
10G 
R2 database and will require the database to be case insensitive.

I've read several posts on here about Oracle and case sensitivity but
I'm 
not clear on exactly what needs to be done.

I've found that the following session variables need to be set:

ALTER SESSION SET NLS_SORT=BINARY_CI
ALTER SESSION SET NLS_COMP=LINGUISTIC

But do we need to do anything else such as creating additional indexes?

Also can we make these changes after the initial set up or do they need
to 
be applied before the installation begins.

If anyone else has done this recently I'd really like to hear their 
experiences.

Thanks

Phil Boucher
Remedy Technical Architect
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Logica - Releasing your potential
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Bristol BS32 4TR
UK
T: +44 (0) 1179 017661 (direct)
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Re: Customizing ITSM7 Multi-Tenancy Mode

[Danaceau, Chris]

We customized a single tenancy environment by overwriting the 'assignee
groups' field (112) for selected support groups.  This field normally
has the company group ID(s).  By overwriting we were able to hide these
tickets from the rest of our company since they no longer had group
permission to those records.

The bulk of the person profiles were set up to NOT have unrestricted
access and were granted access to the single company.  Anyone in a
restricted group got unrestricted access.  


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Charles
Sent: Wednesday, June 25, 2008 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Customizing ITSM7 Multi-Tenancy Mode

Hi,

Has anyone done a customization where you control access restrictions by
application rather than company. For instance Company A can use Company
B's change management tickets but not Company B's incident tickets?


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Re: Database CI Configuration Advice

[Danaceau, Chris]

We've captured databases/data servers for each platform.  They are, in
fact, distict entities.  Look at this from a Change Management
perspective.  You would execute a production change that was related to
a database on that particular platform (i.e. modify a table).
Presumably you would have tested out your ddl changes on a lower
environment (QA) database before hand.   That's two distinct
Infrastructure Changes on two separate databases.


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Monday, June 23, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Database CI Configuration Advice

Good Afternoon List,

I am looking for a little advice to see how you all are tracking
Database 
CIs in the CMDB.   We would like to track our databases using the CMDB
for
all of our platforms: Development, QA, UAT and Production.  My question
is should I create one CI for each platform or should I create just one
CI and then relate it to all the platform servers: Development, QA, UAT
and Production?

Just looking for some guidance.

Thank you in advance,
Lou
p.s. We are running AR Applications v 7.0.1 patch 006, CMDB v 2.0 under
Windows 2003 Server and MS SQL 2005.


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Re: Pushing Attachments

[Danaceau, Chris]

We're using the Incident Interface forms and encountered numerous bugs
around data getting pushed to the correct destination.  One of the
documented defects was around attachments.   The BMC defect ID was
SW00263546 if you want to look it up on BMC support..  We actually wound
up fixing it in house.  I wasn't the developer so I can't give specific
details on that resolution.
 

-- 

Chris Danaceau

703-833-2459

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From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Wednesday, June 11, 2008 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments


** 

Ah - thanks for the info on those fields.

 

The IncidentInterface_Create does push to HPD:WorkLog. If you look at
the filter HPD:HII:CreateIncident_210_CreateWorkInfo you can see it
happening.

 

Now that I'm looking at my logs a bit closer, I don't see anything
pushing the z2AF_Act_Attachment_1 field off of
HPD:IncidentInterface_Create...

 

Matthew C. Gayford
Technology Research  Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, June 11, 2008 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments

 

** 

I think those Attachment fields are Display Only.

I dont think its possible to use those fields to store the attachments
from the IncidentInterface_Create.

Those fields are used so when you fill out a Incident ticket it will
push those attachment you put in those fields to HPD:Worklog.

 

Let me see if IncidentInterface_Create pushes to HPD:Worklog though.

 

Thanks 
Peter Lammey 
ESPN MIT Technical Services  Applications Management 
860-766-4761 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Wednesday, June 11, 2008 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments

** 

There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1,
z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool
labeled z2AP_Attachment. I was hoping that the
HPD:IncidentInterface_Create form would push them to that location. 

 

I suppose the alternative is to write separate workflow that pushes the
attachment to the work info form, but I was hoping to avoid that.

 

Thanks,

 

Matthew C. Gayford
Technology Research  Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, June 11, 2008 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments

 

** 

Attachments for Incident 7.X seem to be handled in the Work Info form
(or in this case HPD:Worklog).

There actually arent any attachment fields on HPD:Help Desk so the
workflow from HPD:IncidentInterface_Create would have to be pushing to
that form with the attachment and the summary that you are using for the
Incident so that the Work Info record can be created.

 

We actually are not using this IncidentInterface_Create form for our
Email ticket submits to AR System Email Messages so we havent noticed
any issues on our end but the fact that Incident 7.0 stores it separate
from the ticket may be the confusing part.

 

Thanks 
Peter Lammey 
ESPN MIT Technical Services  Applications Management 
860-766-4761 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Wednesday, June 11, 2008 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Pushing Attachments

** 

I've built some custom workflow that pushes incoming e-mail from the AR
System E-mail Messages form to a staging form and then to
HPD:IncidentInterface_Create. I successfully pushed the attachment field
to the staging form and have a filter set up to push it to the
IncidentInterface_Create form, however, the attachments are making it
into Incident Management. 

I can see the field z2AF_Act_Attachment_1 does have the correct
attachment in it when I look at the IncidentInterface_Create form, but
it doesn't seem to want to push it out of there. Is there anything
special I need to do to get that field to push out or is there a problem
with the IncidentInterface_Create workflow?

Thanks,

Matt

ARS  ITSM, 7.01 p003, Windows Server '03, SQL Server '05

Matthew C. Gayford
Technology Research  Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

__Platinum Sponsor: www.rmsportal.com 

Re: Pushing Attachments

[Danaceau, Chris]

Looked up the defect.  Here's what I found:
 
6. ADDITIONAL INFO:
Filter HPD:HII:CreateIncident_210_CreateWorkInfo is not pushing the
Attachment.

 

-- 

Chris Danaceau

703-833-2459

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Thursday, June 12, 2008 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments


** 
We're using the Incident Interface forms and encountered numerous bugs
around data getting pushed to the correct destination.  One of the
documented defects was around attachments.   The BMC defect ID was
SW00263546 if you want to look it up on BMC support..  We actually wound
up fixing it in house.  I wasn't the developer so I can't give specific
details on that resolution.
 

-- 

Chris Danaceau

703-833-2459

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Wednesday, June 11, 2008 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments


** 

Ah - thanks for the info on those fields.

 

The IncidentInterface_Create does push to HPD:WorkLog. If you look at
the filter HPD:HII:CreateIncident_210_CreateWorkInfo you can see it
happening.

 

Now that I'm looking at my logs a bit closer, I don't see anything
pushing the z2AF_Act_Attachment_1 field off of
HPD:IncidentInterface_Create...

 

Matthew C. Gayford
Technology Research  Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, June 11, 2008 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments

 

** 

I think those Attachment fields are Display Only.

I dont think its possible to use those fields to store the attachments
from the IncidentInterface_Create.

Those fields are used so when you fill out a Incident ticket it will
push those attachment you put in those fields to HPD:Worklog.

 

Let me see if IncidentInterface_Create pushes to HPD:Worklog though.

 

Thanks 
Peter Lammey 
ESPN MIT Technical Services  Applications Management 
860-766-4761 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Wednesday, June 11, 2008 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments

** 

There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1,
z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool
labeled z2AP_Attachment. I was hoping that the
HPD:IncidentInterface_Create form would push them to that location. 

 

I suppose the alternative is to write separate workflow that pushes the
attachment to the work info form, but I was hoping to avoid that.

 

Thanks,

 

Matthew C. Gayford
Technology Research  Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, June 11, 2008 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pushing Attachments

 

** 

Attachments for Incident 7.X seem to be handled in the Work Info form
(or in this case HPD:Worklog).

There actually arent any attachment fields on HPD:Help Desk so the
workflow from HPD:IncidentInterface_Create would have to be pushing to
that form with the attachment and the summary that you are using for the
Incident so that the Work Info record can be created.

 

We actually are not using this IncidentInterface_Create form for our
Email ticket submits to AR System Email Messages so we havent noticed
any issues on our end but the fact that Incident 7.0 stores it separate
from the ticket may be the confusing part.

 

Thanks 
Peter Lammey 
ESPN MIT Technical Services  Applications Management 
860-766-4761 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Wednesday, June 11, 2008 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Pushing Attachments

** 

I've built some custom workflow that pushes incoming e-mail from the AR
System E-mail Messages form to a staging form and then to
HPD:IncidentInterface_Create. I successfully pushed the attachment field
to the staging form and have a filter set up to push it to the
IncidentInterface_Create form, however

Re: Adjusting Menu Access with Workflow?

[Danaceau, Chris]

Or, fight fire with fire.  write a filter that fires on the SET ALL operation 
to throw an error.  Exclude Administrators or any other relevant permission 
groups. 
 
$OPERATION$ = SET ALL
 

-- 

Chris Danaceau

 

This e-mail and its attachments are confidential and solely for the intended 
addressee(s). Do not share or use them without Fannie Mae’s approval. If 
received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Friday, May 02, 2008 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?



Can you write a macro to do a bulk-modify operation from the client?


Check their macros.

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI Level 3 Rated Company



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Phil Murnane
Sent: Friday, May 02, 2008 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?

 

SSgt McManus:

I'm not sure if this is possible, but it wouldn't hurt to verify that the users 
who can see the Modify All option haven't customized the views on their 
workstations.  To do this, delete all *.arv and *.arf files on the PC's Remedy 
User cache folder.

--Phil

Phil Murnane
Software Engineer, Allegiant Technology
Email: [EMAIL PROTECTED]
Office: 928-445-5574

- Original Message 
From: Scott Parrish [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, May 2, 2008 9:36:13 AM
Subject: Re: Adjusting Menu Access with Workflow?

** 

Michael,

Make sure that all views of the form have the Modify All unchecked.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of McManus Michael A SSgt HQ 754 ELSG/DOMH
Sent: Friday, May 02, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Access with Workflow?

 

Listers,

On our Incident form, we apparently have some users with access to 
the Modify All command through the Actions Menu.  If I go to the view 
properties on the Incident form, on the menu access tab, Modify All is 
unchecked.  Is there a way to override that setting with workflow in some way? 
I canʼt imagine another way for an analyst to access that.  (Delete is also 
checked in the menu access tab but only Administrators have access to the 
Delete function).

 

ARS 5.1.2

SQL 2K

Server 2003

 

Thanks much,

 

Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ 
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___

 

 



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Importing On-Call records - Manually create business time tag?

[Danaceau, Chris]

ITSM 7.
 
Since we have hundreds of groups I am planning to import the on call
records for all the groups.  I noticed that part of the workflow for
creating an on-call record through the UI uses Business Time Tag
generator form (CFG:BusTimeTagGenerator).  The import will obviously
circumvent this workflow, so I'll have to perform an additional import
to create business time records for each on-call record.
 
Has anyone created these tags outside of the Tag Generator for this
purpose?  Any problems?  It would appear that as long as the data fits
the Workdays Tag field, the exact format shouldn't matter, as long as it
is unique.
 
Thanks,
 

-- 

Chris Danaceau

 

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 

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Best Way to update work Log from Service Level Target?

[Danaceau, Chris]

ITSM 7 - Looking to have an Incident SLT submit a work info entry.  Has
anyone done this?  And How?  Direct push to HPD:WorkLog form?  Set or
push field to the Incident form?  Push to Incident_Interface form?  I've
tried push to WorkLog and Set to current Incident record without
success.
 
Thanks,
 

-- 

Chris Danaceau

703-833-2459

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 

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Re: Best Way to update work Log from Service Level Target?

[Danaceau, Chris]

Service Level Target.  More information - I configured the HPD:Work Log
form in SLM:Object form to receive push fields from a milestone action. 


This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, January 09, 2008 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Best Way to update work Log from Service Level Target?

Chris - what do you mean by SLT?

On 1/9/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
 **
 ITSM 7 - Looking to have an Incident SLT submit a work info entry.  
 Has anyone done this?  And How?  Direct push to HPD:WorkLog form?  Set

 or push field to the Incident form?  Push to Incident_Interface form?

 I've tried push to WorkLog and Set to current Incident record without
success.

 Thanks,



 --

 Chris Danaceau

 703-833-2459

 This e-mail and its attachments are confidential and solely for the 
 intended addressee(s). Do not share or use them without Fannie Mae's 
 approval. If received in error, contact the sender and delete them.
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Are
 html___


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Re: SLM Service Level Target Reset Question

[Danaceau, Chris]

Conditions look right.  Did you rebuild your target after setting your
reset condition in the data source configuration? 


This e-mail and its attachments are confidential and solely for the
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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Friday, January 04, 2008 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Service Level Target Reset Question

Thanks Chris.

Start When = 'Change Request Status' = Draft AND 'Scheduled Start
Date' != $\NULL$

Stop When = 'Change Request Status' = Completed

In the 'Reset Goal for Same Request When' = 'TR.Scheduled Start Date' !=
$\NULL$

Start Time for Request-Based SVTs = Scheduled Start Date

Now what I am trying to do is have the 'Reset Goal for Same Request
When' the Scheduled Start Date Changes.  For example if the SLA says 3
days and the Scheduled Start Date is Feb. 4/08 then the SLA will be 3
days later.  However, if they come along and change the Scheduled Start
Date to Mar. 3/08 then the SLA needs to change.

Thanks again for your help Chris!!!


On 1/4/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
 Can you post your start/stop conditions and your reset condition?  I 
 assume on the milestone tab you've set reset goal for same request 
 to Yes?

 -cd


 This e-mail and its attachments are confidential and solely for the 
 intended addressee(s). Do not share or use them without Fannie Mae's 
 approval. If received in error, contact the sender and delete them.


 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Friday, January 04, 2008 8:35 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: SLM Service Level Target Reset Question

 Great

 Perhaps you can help me.  I have a Change SLA that works fine, 
 however, I am trying to 'Reset Goal for Same Request When' the 
 Scheduled Start Date' Changes.  I don't seem to be having much luck.
 Suggestions?

 THANKS!!!



 On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
  Ding Ding Ding   Your suggestion made me realize that my stop
  condition in the Target was superfluous.  The reset condition takes 
  care of measuremnt n and generates n + 1 as described.
 
  Thanks!
 
 
  This e-mail and its attachments are confidential and solely for the 
  intended addressee(s). Do not share or use them without Fannie Mae's

  approval. If received in error, contact the sender and delete them.
 
 
  -Original Message-
  From: Action Request System discussion list(ARSList) 
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Thursday, January 03, 2008 3:21 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: SLM Service Level Target Reset Question
 
  Have you tried having it reset on another goal instead of stopping 
  it and resetting it on the same goal.
 
  On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
   Yes.  That's the Goal Reset Criteria I mentioned.  And I did 
   rebuild

   the filter after changing that data.  The goal gets reset.  My 
   problem
 
   seems to stem from the fact that the stop condition and the reset 
   condition are the same, so the goal is immediately Met.
  
  
   This e-mail and its attachments are confidential and solely for 
   the intended addressee(s). Do not share or use them without Fannie

   Mae's

   approval. If received in error, contact the sender and delete
them.
  
  
   -Original Message-
   From: Action Request System discussion list(ARSList) 
   [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
   Sent: Thursday, January 03, 2008 3:02 PM
   To: arslist@ARSLIST.ORG
   Subject: Re: SLM Service Level Target Reset Question
  
   Did you modify the fields in Configure Service Target Data
Source
   and then run Modify Filter?
  
   On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
**
I have a Service Level Target I want to reset when the Stop 
condition
   is
met.   In this case, I've set the stop condition to a certain
Work
   Info Type
transaction.
('TR.z1D_Activity_Type' = 11500) OR ('Status' = Resolved)
   
When the first part of this stop condition is met I want to 
generate
 
another measurement.  I've set up my Goal Reset criteria to do 
just
   that:
('TR.z1D_Activity_Type' = 11500).
   
So what I've got is that the stop condition generates a new
goal.
   
Here's the problem:  When I implement a SLT to Reset Goal for 
Same
   Request
the new goal is immediately met when it is generated.  It would 
seem
 
that the stop filter(s) are firing when the new goal is
generated?
   
Has anyone encountered/solved this problem?  Using a stop 
condition to
  
also reset a SLT goal?
   
   
   
   
--
   
Chris Danaceau
   
703-833-2459
   
This e-mail and its attachments

Re: SLM Service Level Target Reset Question

[Danaceau, Chris]

Can you post your start/stop conditions and your reset condition?  I
assume on the milestone tab you've set reset goal for same request to
Yes?

-cd 


This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Friday, January 04, 2008 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Service Level Target Reset Question

Great

Perhaps you can help me.  I have a Change SLA that works fine, however,
I am trying to 'Reset Goal for Same Request When' the Scheduled Start
Date' Changes.  I don't seem to be having much luck.
Suggestions?

THANKS!!!



On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
 Ding Ding Ding   Your suggestion made me realize that my stop
 condition in the Target was superfluous.  The reset condition takes 
 care of measuremnt n and generates n + 1 as described.

 Thanks!


 This e-mail and its attachments are confidential and solely for the 
 intended addressee(s). Do not share or use them without Fannie Mae's 
 approval. If received in error, contact the sender and delete them.


 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Thursday, January 03, 2008 3:21 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: SLM Service Level Target Reset Question

 Have you tried having it reset on another goal instead of stopping it 
 and resetting it on the same goal.

 On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
  Yes.  That's the Goal Reset Criteria I mentioned.  And I did rebuild

  the filter after changing that data.  The goal gets reset.  My 
  problem

  seems to stem from the fact that the stop condition and the reset 
  condition are the same, so the goal is immediately Met.
 
 
  This e-mail and its attachments are confidential and solely for the 
  intended addressee(s). Do not share or use them without Fannie Mae's

  approval. If received in error, contact the sender and delete them.
 
 
  -Original Message-
  From: Action Request System discussion list(ARSList) 
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Thursday, January 03, 2008 3:02 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: SLM Service Level Target Reset Question
 
  Did you modify the fields in Configure Service Target Data Source
  and then run Modify Filter?
 
  On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
   **
   I have a Service Level Target I want to reset when the Stop 
   condition
  is
   met.   In this case, I've set the stop condition to a certain Work
  Info Type
   transaction.
   ('TR.z1D_Activity_Type' = 11500) OR ('Status' = Resolved)
  
   When the first part of this stop condition is met I want to 
   generate

   another measurement.  I've set up my Goal Reset criteria to do 
   just
  that:
   ('TR.z1D_Activity_Type' = 11500).
  
   So what I've got is that the stop condition generates a new goal.
  
   Here's the problem:  When I implement a SLT to Reset Goal for 
   Same
  Request
   the new goal is immediately met when it is generated.  It would 
   seem

   that the stop filter(s) are firing when the new goal is generated?
  
   Has anyone encountered/solved this problem?  Using a stop 
   condition to
 
   also reset a SLT goal?
  
  
  
  
   --
  
   Chris Danaceau
  
   703-833-2459
  
   This e-mail and its attachments are confidential and solely for 
   the intended addressee(s). Do not share or use them without Fannie

   Mae's

   approval. If received in error, contact the sender and delete
them.
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Re: SLM Service Level Target Reset Question

[Danaceau, Chris]

That seems right for start date changes.  When you define that restart
condition it defaults to a transaction value.  I would assume the reason
for that is so a CHANGE to the value triggers the restart.  Without the
TR qualifier, it would reset every time the record was saved ((Sched.
Start Date != $\NULL) would be true for each subsequent save after the
field was populated).


This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Friday, January 04, 2008 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Service Level Target Reset Question

Yep - rebuilt both the SLA and the Data Source.

My 'Reset Goal for Same Request When' says:  'TR.Scheduled Start Date'
!= $\NULL$

I think this is the problem, but not sure how it should be for when the
Scheduled Start Date changes.



On 1/4/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
 Conditions look right.  Did you rebuild your target after setting your

 reset condition in the data source configuration?


 This e-mail and its attachments are confidential and solely for the 
 intended addressee(s). Do not share or use them without Fannie Mae's 
 approval. If received in error, contact the sender and delete them.


 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Friday, January 04, 2008 8:46 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: SLM Service Level Target Reset Question

 Thanks Chris.

 Start When = 'Change Request Status' = Draft AND 'Scheduled Start 
 Date' != $\NULL$

 Stop When = 'Change Request Status' = Completed

 In the 'Reset Goal for Same Request When' = 'TR.Scheduled Start Date' 
 != $\NULL$

 Start Time for Request-Based SVTs = Scheduled Start Date

 Now what I am trying to do is have the 'Reset Goal for Same Request 
 When' the Scheduled Start Date Changes.  For example if the SLA says 3

 days and the Scheduled Start Date is Feb. 4/08 then the SLA will be 3 
 days later.  However, if they come along and change the Scheduled 
 Start Date to Mar. 3/08 then the SLA needs to change.

 Thanks again for your help Chris!!!


 On 1/4/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
  Can you post your start/stop conditions and your reset condition?  I

  assume on the milestone tab you've set reset goal for same request
  to Yes?
 
  -cd
 
 
  This e-mail and its attachments are confidential and solely for the 
  intended addressee(s). Do not share or use them without Fannie Mae's

  approval. If received in error, contact the sender and delete them.
 
 
  -Original Message-
  From: Action Request System discussion list(ARSList) 
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Friday, January 04, 2008 8:35 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: SLM Service Level Target Reset Question
 
  Great
 
  Perhaps you can help me.  I have a Change SLA that works fine, 
  however, I am trying to 'Reset Goal for Same Request When' the 
  Scheduled Start Date' Changes.  I don't seem to be having much
luck.
  Suggestions?
 
  THANKS!!!
 
 
 
  On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
   Ding Ding Ding   Your suggestion made me realize that my stop
   condition in the Target was superfluous.  The reset condition 
   takes care of measuremnt n and generates n + 1 as described.
  
   Thanks!
  
  
   This e-mail and its attachments are confidential and solely for 
   the intended addressee(s). Do not share or use them without Fannie

   Mae's

   approval. If received in error, contact the sender and delete
them.
  
  
   -Original Message-
   From: Action Request System discussion list(ARSList) 
   [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
   Sent: Thursday, January 03, 2008 3:21 PM
   To: arslist@ARSLIST.ORG
   Subject: Re: SLM Service Level Target Reset Question
  
   Have you tried having it reset on another goal instead of stopping

   it and resetting it on the same goal.
  
   On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
Yes.  That's the Goal Reset Criteria I mentioned.  And I did 
rebuild
 
the filter after changing that data.  The goal gets reset.  My 
problem
  
seems to stem from the fact that the stop condition and the 
reset condition are the same, so the goal is immediately Met.
   
   
This e-mail and its attachments are confidential and solely for 
the intended addressee(s). Do not share or use them without 
Fannie

Mae's
 
approval. If received in error, contact the sender and delete
 them.
   
   
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, January 03, 2008 3:02 PM

SLM Service Level Target Reset Question

[Danaceau, Chris]

I have a Service Level Target I want to reset when the Stop condition is
met.   In this case, I've set the stop condition to a certain Work Info
Type transaction.
('TR.z1D_Activity_Type' = 11500) OR ('Status' = Resolved)
 
When the first part of this stop condition is met I want to generate
another measurement.  I've set up my Goal Reset criteria to do just
that:  
('TR.z1D_Activity_Type' = 11500).
 
So what I've got is that the stop condition generates a new goal.  
 
Here's the problem:  When I implement a SLT to Reset Goal for Same
Request the new goal is immediately met when it is generated.  It would
seem that the stop filter(s) are firing when the new goal is generated?

 
Has anyone encountered/solved this problem?  Using a stop condition to
also reset a SLT goal?
 
 

-- 

Chris Danaceau

703-833-2459

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approval. If received in error, contact the sender and delete them.

 

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Re: SLM Service Level Target Reset Question

[Danaceau, Chris]

Yes.  That's the Goal Reset Criteria I mentioned.  And I did rebuild the
filter after changing that data.  The goal gets reset.  My problem seems
to stem from the fact that the stop condition and the reset condition
are the same, so the goal is immediately Met. 


This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, January 03, 2008 3:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Service Level Target Reset Question

Did you modify the fields in Configure Service Target Data Source
and then run Modify Filter?

On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
 **
 I have a Service Level Target I want to reset when the Stop condition
is
 met.   In this case, I've set the stop condition to a certain Work
Info Type
 transaction.
 ('TR.z1D_Activity_Type' = 11500) OR ('Status' = Resolved)

 When the first part of this stop condition is met I want to generate 
 another measurement.  I've set up my Goal Reset criteria to do just
that:
 ('TR.z1D_Activity_Type' = 11500).

 So what I've got is that the stop condition generates a new goal.

 Here's the problem:  When I implement a SLT to Reset Goal for Same
Request
 the new goal is immediately met when it is generated.  It would seem 
 that the stop filter(s) are firing when the new goal is generated?

 Has anyone encountered/solved this problem?  Using a stop condition to

 also reset a SLT goal?




 --

 Chris Danaceau

 703-833-2459

 This e-mail and its attachments are confidential and solely for the 
 intended addressee(s). Do not share or use them without Fannie Mae's 
 approval. If received in error, contact the sender and delete them.
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Re: SLM Service Level Target Reset Question

[Danaceau, Chris]

Ding Ding Ding   Your suggestion made me realize that my stop
condition in the Target was superfluous.  The reset condition takes care
of measuremnt n and generates n + 1 as described.  

Thanks!


This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, January 03, 2008 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Service Level Target Reset Question

Have you tried having it reset on another goal instead of stopping it
and resetting it on the same goal.

On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
 Yes.  That's the Goal Reset Criteria I mentioned.  And I did rebuild 
 the filter after changing that data.  The goal gets reset.  My problem

 seems to stem from the fact that the stop condition and the reset 
 condition are the same, so the goal is immediately Met.


 This e-mail and its attachments are confidential and solely for the 
 intended addressee(s). Do not share or use them without Fannie Mae's 
 approval. If received in error, contact the sender and delete them.


 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Thursday, January 03, 2008 3:02 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: SLM Service Level Target Reset Question

 Did you modify the fields in Configure Service Target Data Source
 and then run Modify Filter?

 On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
  **
  I have a Service Level Target I want to reset when the Stop 
  condition
 is
  met.   In this case, I've set the stop condition to a certain Work
 Info Type
  transaction.
  ('TR.z1D_Activity_Type' = 11500) OR ('Status' = Resolved)
 
  When the first part of this stop condition is met I want to generate

  another measurement.  I've set up my Goal Reset criteria to do just
 that:
  ('TR.z1D_Activity_Type' = 11500).
 
  So what I've got is that the stop condition generates a new goal.
 
  Here's the problem:  When I implement a SLT to Reset Goal for Same
 Request
  the new goal is immediately met when it is generated.  It would seem

  that the stop filter(s) are firing when the new goal is generated?
 
  Has anyone encountered/solved this problem?  Using a stop condition 
  to

  also reset a SLT goal?
 
 
 
 
  --
 
  Chris Danaceau
 
  703-833-2459
 
  This e-mail and its attachments are confidential and solely for the 
  intended addressee(s). Do not share or use them without Fannie Mae's

  approval. If received in error, contact the sender and delete them.
   __20060125___This posting was submitted with 
  HTML

  in it___

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Re: Question: ITSM 7.0 - Auto Assignment

[Danaceau, Chris]

We are going to do this.  We examined the workflow associated with a new
field and found it all to be contained on the application forms.  In our
case we are implementing Incident and Change and it was no more than a
handfull of filters.
 
So ...
 
Add the new field to CFG:Assignment
Add the field to your application form(s)
Update the existing filters to take the value of the new field into
account.  
 
In the case of Incident the fitlers are
HPD:INC:Assignment_035_AsgRouting (35) for assignment and
HPD:INC:EstablishOwner_500_AsgRouting (500) for ownership.
 

-- 

Chris Danaceau

 

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intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, January 02, 2008 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Question: ITSM 7.0 - Auto Assignment


** 
Has anyone added a new field to the Auto Assignment Form?
 
If so would you mind sharing what was involved?

Thanks.
 
 
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Re: Incident Request

[Danaceau, Chris]

There is an escalation that handles this - HPD:INC:AutoCloseResolved
that is attached to HPD:Help Desk.  Ours is set for 15 days (( 'Status'
= Resolved) AND ( 'Last Resolved Date'  ($TIMESTAMP$ - 1296000))),
but it may have been updated by one of our other developers.  
 
YMMV
 

-- 

Chris Danaceau

703-833-2459

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ranjith
Sent: Friday, December 28, 2007 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Incident Request


** 
Hello Everyone
 
I hope someone using ITSM 7.0 can answer my query. 
 
What is the OOB functionality for an Incident to Auto Close once the
status has been resolved. Is there a definite time period say 24 hrs or
2 business days and Where do we configure it ? Also, What is the
difference between Customer and Contact on the Incident Management
Console. Who gets the closure notification and Survey? 
 
Thanks for your time in advance...
Ranjith
Tulsa, OK
 
 
 
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Problem viewing related CIs

[Danaceau, Chris]

I have a user with Asset Viewer permissions, and restricted company
access.  When this user opens a person record he cannot see a related CI
(Equipment Class).  When he goes to the Asset Management console he CAN
search for and view that same CI.  
 
Anyone have an idea about why the record wouls not show up in the CI
relationships table?
 
ARS 7
ITSM 7
Solaris 10
Oracle 10
 
Thanks,
 

-- 

Chris Danaceau

703-833-2459

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Strange Filter Processing Prolem for CTM:People Feed

[Danaceau, Chris]

 
Ok,
 
ARS 7.1, ITSM 7.1
 
I have an LDAP Plugin - no problems.
Send the data to a mapping form to do data validation before the push to
CTM:People.
For MOST of the records it works great.  
 
I have a 2 stage process.
 
1.   Push the LDAP Plugin data to the mapping form.  (First escalation)
2.  Process Records (including getting the Company and Company ID from a
translation form) and create CTM:People records (Second escalation)
2.a.  Send Person ID back to the mapping form
2.b.  Provision company access (People Permission Groups),
application access (People Permission Groups), default group access
(Support Group Association).
 
This works fine for 99% of my records.  A handfull are failing on the
company access.  Even though I'm setting the company (BEFORE the
CTM:People creation), that data seems to be lost before the push to
People Permission groups.  Filter logging doesn't show any field set to
NULL, but the push to the PPG form pushes NULL data for the Company and
ID.
 
Here's a sample of the filter logging:
 
1.  Set company data on the mapping form:
 
  Checking FM:LDP:SetCompany (110)
   -- Passed -- perform actions
 0: Set Fields
   Company (11) = Fannie Mae
  Company Group ID (910030008) = 16
 
2.  Push CTM:People Record:
 
  Checking FM:LDP:CreateProfileNonSupport
0: Push Fields - CTM:People
 deferred from filter FM:LDP:CreateProfileNonSupport
   Company (11) = My Special Company
(other fields as well - no error here)
 
2a.  Send Person ID back to mapping form
 
Checking FM:CTM:PPL:SendPersonIDtoPeopleMapping
   0: Push Fields - FM:CTM:PeopleMapping
 deferred from filter FM:CTM:PPL:SendPersonIDtoPeopleMapping
  Full Name (100017) = BB Bell
   Person ID (910010025) = PPL00018726
 
2b.  Provision Company Access (here's where I notice the Company info is
lost)
 
 Checking FM:LDP:CreateCompanyAccess
 0: Push Fields - CTM:People Permission Groups
  deferred from filter FM:LDP:CreateCompanyAccess
 Company (11) =  **NOTE LACK OF DATA HERE**
Permission Group (101578) = **NOTE LACK OF DATA HERE**
   Permission Group ID (101579) = **NOTE LACK OF DATA HERE**
  Person ID (100080) = PPL00018726
  z1D Previous Operation (100220) = SET
   z1D Action (100076) = START
Status (7) = 1
Remedy Login ID (4) = b8ubbb
  Permission Group Type (103972) = 2
 
Like I said, this works for 99% of my records.  I don't see any where in
the filter logs where the company info would be NULLed out.  
Any ideas ???
 
TIA,
 

-- 

Chris Danaceau

 

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Re: Error Handling

[Danaceau, Chris]

It seems Remedy is seeing the escalation and filter as a single
process
 
Yes, indeed.  Remedy would view the escalation and any filters it
triggered as one transaction.  If there were an error the transaction
would be rolled back.  I took a similar approach to many to accomplish
this.  One escalation to get my LDAP data into a staging form; another
to initiate the processing.  WHEREVER I had data  that was dependent on
a particular configuration (i.e. Company, Site) I also created a record
in a transaction form.  This form held a configuration that would match
the data coming from LDAP (for example an address would be translated
into a Site ID and the appropriate components).  If there is no match I
set a flag that halts the processing without actually triggering a
Remedy error.  That way I can survey the staging form daily for any
failures.  In the example given I'd have a check box for 'Site Error' so
when I look at my staging record I know what went wrong.
 
The key is to do your own error trapping and exit gracefully before you
run into the system errors that roll back the transaction, leaving you
with no information except it didn't work.
 

-- 

Chris Danaceau

 

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intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 3:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling


** 

Yes, thanks!

 

Not sure what you are talking about will help me but it is worth a shot.

 

Here's where I am now:

 

I've got an escalation that pulls data from LDAP into a staging form.
That works perfectly.

I've got another escalation that sets a field on the staging form to
Attempted and a filter that fires on modify of the staging form to
push the record to CTM:People. This works fine as long as there aren't
any major errors like The Company, Organization and Department
combination entered does not exist.  Please select a valid Company,
Organization and Department combination using their respective related
menus. in which case the filter keeps pushing the same record from the
staging form and, quite predictably, keeps getting the same error
message. 

 

It seems Remedy is seeing the escalation and filter as a single process.
Since the filter fails the setting of the field to Attempted doesn't
happen on subsequent records because the filter keeps failing on the
same record.

 

Strange behavior and I cannot get past it. 

 

J.T. Shyman

Column Technologies

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
Sent: Wednesday, December 05, 2007 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

I am doing something similar in 7.0.1; I use two escalations to execute
this process.  The first simply does a push fields from my LDAP form
into my staging form and sets a status of New on all created or
updated records.  This process takes about 75 minutes so I have another
escalation scheduled to run 2 hours later.  All it does is run through
the New records and set them to Trigger.  This status causes a
series of filters to fire that push and pull fields from hither and
thither.  Most of the filters end in `! so that they execute regardless
of the phase.  This enables the system to write errors out to a field or
other form.  There are several error checks along the way to determine
whether or not to continue to the end of the process chain.

 

I actually got help on this entire process from another lister several
months back.  If you'd like to see more detail I'd be happy to pass it
along.

 

Cheers!

 

Eli

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

** 

Unfortunately, we're on 7.0.1. Thanks for the tip, though. 

 

J.T. Shyman

Column Technologies

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, December 05, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

If you are on AR System 7.1.00, the new filter error handling feature
may be of use to you.  That way, if you get an error condition, you
could fire the error handling workflow to (a) write out the information
you need and (b) enable the process to continue.

 

This is the primary use case of Error Handling and why we added it to
the product.  Check out the documentation for details.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

The opinions, 

Re: Filter: HPD:INC:ChkStatusRule_115_E

[Danaceau, Chris]

It is preceded by the filter HPD:INC:ChkStatusRuleRead_110 which looks
up valid status transitions is the form SYS:Status Transition Lookup.
If you run some tests and filter logs against an Incident you will see
how the first filter finds the matching transition (i.e. from Assigned
to New) and populates z1D Char01.  That triggers the filter in
question (115) to throw the error message.

Here's a report of what came out of the box for incident.  Any matches
would trigger the error message.


From Status Int : 1
To Status Int : 0

From Status Int : 2
To Status Int : 0

From Status Int : 3
To Status Int : 0

From Status Int : 4
To Status Int : 0

From Status Int : 5
To Status Int : 0

From Status Int : 5
To Status Int : 1

From Status Int : 5
To Status Int : 2

From Status Int : 5
To Status Int : 3

From Status Int : 5
To Status Int : 4

From Status Int : 5
To Status Int : 6

From Status Int : 6
To Status Int : 0

From Status Int : 6
To Status Int : 1

From Status Int : 6
To Status Int : 2

From Status Int : 6
To Status Int : 3

From Status Int : 6
To Status Int : 4

From Status Int : 6
To Status Int : 5

From Status Int : 
To Status Int : 0

Total: 17  


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi
Sent: Tuesday, November 27, 2007 7:29 AM
To: arslist@ARSLIST.ORG
Subject: Filter: HPD:INC:ChkStatusRule_115_E

Hi: can someone help me understand what this filter is for in the
Incident Management module. I am trying to figure how I can ensure a a
closed ticket is not modified. I thought Incident Mgmt 7.0 had already a
filter which does that. But it doesn't seem to be working.

Form: HPD:Help Desk
Execute On: Submit, Modify
RunIf: ( 'Status' != 'DB.Status') AND ( 'z1D Char01' !=  $NULL$ )
Error: You cannot submit or modify the incident status from $z1D
Char26$ to $Status$

Thanks
ravi


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Re: Filter: HPD:INC:ChkStatusRule_115_E

[Danaceau, Chris]

Sorry.  It looks up _INVALID_ Status transitions. 


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Tuesday, November 27, 2007 8:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Filter: HPD:INC:ChkStatusRule_115_E

It is preceded by the filter HPD:INC:ChkStatusRuleRead_110 which looks
up valid status transitions is the form SYS:Status Transition Lookup.
If you run some tests and filter logs against an Incident you will see
how the first filter finds the matching transition (i.e. from Assigned
to New) and populates z1D Char01.  That triggers the filter in
question (115) to throw the error message.

Here's a report of what came out of the box for incident.  Any matches
would trigger the error message.


From Status Int : 1
To Status Int : 0

From Status Int : 2
To Status Int : 0

From Status Int : 3
To Status Int : 0

From Status Int : 4
To Status Int : 0

From Status Int : 5
To Status Int : 0

From Status Int : 5
To Status Int : 1

From Status Int : 5
To Status Int : 2

From Status Int : 5
To Status Int : 3

From Status Int : 5
To Status Int : 4

From Status Int : 5
To Status Int : 6

From Status Int : 6
To Status Int : 0

From Status Int : 6
To Status Int : 1

From Status Int : 6
To Status Int : 2

From Status Int : 6
To Status Int : 3

From Status Int : 6
To Status Int : 4

From Status Int : 6
To Status Int : 5

From Status Int : 
To Status Int : 0

Total: 17  


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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi
Sent: Tuesday, November 27, 2007 7:29 AM
To: arslist@ARSLIST.ORG
Subject: Filter: HPD:INC:ChkStatusRule_115_E

Hi: can someone help me understand what this filter is for in the
Incident Management module. I am trying to figure how I can ensure a a
closed ticket is not modified. I thought Incident Mgmt 7.0 had already a
filter which does that. But it doesn't seem to be working.

Form: HPD:Help Desk
Execute On: Submit, Modify
RunIf: ( 'Status' != 'DB.Status') AND ( 'z1D Char01' !=  $NULL$ )
Error: You cannot submit or modify the incident status from $z1D
Char26$ to $Status$

Thanks
ravi


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