Re: Contract

[Decou, Candace M]

I believe that the answer is that Verizon has LOTS of teams throughout
lots of different places within the vast network of companies.  So there
are internal teams handling Remedy implementations, some of which are
very old and some of which are bleeding edge and there are a LOT of
external contractors supporting both internal Remedy systems and a lot
more contractors supporting other 'managed services' which mainly are
helping their federal accounts.  

So there really is no such thing as one Remedy group in any of the
Verizon companies.  There are multiple groups, multiple Remedy
implementations and multiple 'projects' which utilize internal and
external people.  So if you see a listing anywhere and are interested
you should contact the poster of that listing.  I can tell you that most
of us working as contractors through Verizon don't have any access to
internal job listings.  Only real employees have that.

Hope this helps.
Candace DeCou
Contracting for Verizon to support the DOI

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Richard Parker
Sent: Thursday, March 25, 2010 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Contract

Wondering if there is anyone out there that has worked at Verizon
doing Remedy development?
I constantly see job postings and am wondering whether there is a very
large team or they have issues keeping contractors.

Thank you.


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Re: Automatically opening a particular form when logging in on a particular machine

[Decou, Candace M]

Well Dwayne, you didn't specify which client, BUTif you are using
thick client, then you can simply find the form in User tool and right
click, select the option to 'Create Shortcut' and then specify it as New
and put that shortcut on their desktop.  That should work for you.  If
you want the same type of behavior in mid-tier of course you need to
specify the appropriate URL followed by the mode=Submit function I
believe.

Hope this helps.

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Thursday, March 25, 2010 5:45 AM
To: arslist@ARSLIST.ORG
Subject: Automatically opening a particular form when logging in on a
particular machine

 

Dear List,

Excuse me, but I'm getting forgetful in my old age.  About six years ago
I set up a PC to automatically open a particular form in Submit mode
whenever someone logs onto Remedy on that particular PC.  Now we want to
switch to a new computer, which means switching the workflow.  But I
can't remember how I did it.   It seems like it has to be with an Active
Link, because only Active Links open windows, but none show up in the
workflow.log.  (I checked the filter log just to be sure.) I looked in
database "actlink_open" table for links that open that particular form,
but none matched.

Any suggestions?

Dwayne Martin

James Madison University

(ARS 7.1 p3, RH Linux server, Oracle 10.2 db)

 

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Re: Can't download attachments from Mid Tier

[Decou, Candace M]

Super Dwayne, just keep in mind my earlier recommendations because we
still find some clients who need to have their options tweaked in order
to get the reports downloaded - LOL.

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Wednesday, March 17, 2010 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't download attachments from Mid Tier

 

Thanks, LJ and Candace,

I was wrong about the download.  I was in FireFox and nothing seemed to
be happening.  I tried IE and it asked me where I wanted to put the
download, and I said the Desktop.  When I checked the desktop I found
the documents that I had tried to download from FireFox.  Apparently,
FireFox just assumes that you want it on the desktop and puts it there
without even telling you that it did so.  Also IE did display the
document when I picked that.  So it must be a FireFox problem.

I'll tell our users to use IE if they need to download attachments.

Thanks again,

Dwayne

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Wednesday, March 17, 2010 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't download attachments from Mid Tier

 

** 

In Mid-Tier are you getting that annoying 'banner' in IE that makes you
click it and tell it 'yes I wanted to actually download that
file'?if so, that's what's causing your issuesto fix that we
added our Remedy server to the trusted server list (which bypasses that
safety net) and no longer have the problem you describe :)

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Wednesday, March 17, 2010 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Can't download attachments from Mid Tier

** 

Dear List,

We have forms with attachments that open fine in the WUT.  But in Mid
Tier if we click on "Display" we get a blank white window, and if we
click "Save to Disk" nothing happens.

What are we doing wrong?

Dwayne Martin

James Madison University

(ARS and Mid Tier 7.1 p3, RH Linux Server, Oracle 10.2 db)

 

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Re: Can't download attachments from Mid Tier

[Decou, Candace M]

Dwayne - it could be a number of things but I would first check on some
standard browser settings.  We often have these problems if:

1.  The site isn't added as a trusted site in the browser
2.  Some settings in Options - Advanced in the browser need to be
looked at, in particular one called something like 'Enable Integrated
Windows Authentication'
3.  Obviously make sure that pop-up blockers are not turned on

I would recommend starting there, flush browser cache and try again and
see if any of those types of settings are causing the issue.

:-)

Candace

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Wednesday, March 17, 2010 9:11 AM
To: arslist@ARSLIST.ORG
Subject: Can't download attachments from Mid Tier

 

Dear List,

We have forms with attachments that open fine in the WUT.  But in Mid
Tier if we click on "Display" we get a blank white window, and if we
click "Save to Disk" nothing happens.

What are we doing wrong?

Dwayne Martin

James Madison University

(ARS and Mid Tier 7.1 p3, RH Linux Server, Oracle 10.2 db)

 

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Re: ars 7.5 client / admintool - devstudio - Installation issues

[Decou, Candace M]

Patrick - we ran into that exact same issue on 7.5 and it turned out
that we were installing on Windows 7 Server, 64-bit and it needed Patch
3 to install, but BMC also told us that for 7.5 the clients wouldn't
install on 64-bit machines, only 32-bit, so you may want to set up a
virtual XP environment or see if they have a patch for the install.  Not
sure if this is the same problem, but it sounds just like what we
encountered.  

Hope this helps.

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Thursday, March 04, 2010 7:37 AM
To: arslist@ARSLIST.ORG
Subject: ars 7.5 client / admintool - devstudio - Installation issues

 

** 

Hello,

I would like to know if anyone is having installation issues
specifically toward the admintool for 7.6.

We have seen zero bites availible issues, and other issues with running
through the complete installation questions, then it starts to install
and at about the 1.5% (1.2 bars) it hangs and does nothing. No errors in
the OS side, Nothing Obvious at all. I know I am dealing with a more
hardend box than most, because is seems to work on a home PC fine. Just
wondering if anyone else out there has this and has some methods of work
around. We contacted support and got the list of standard questions from
a playbook, but they have no clue. I will continue on my own, but just
asking for the sake of saving some time.

-- 
Patrick Zandi

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Re: I want to create a testserver of 7.5. Does anybody know how long it would take?

[Decou, Candace M]

You can successfully install ARS 7.5 with Help Desk Version 5.6 - I just
did so and it was a totally new install as someone else has mentioned.
If you wish to go that route I have discovered a few gotchas, so email
me offline and I will be glad to help.

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Remedy Muse
Sent: Monday, January 11, 2010 8:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: I want to create a testserver of 7.5. Does anybody know how
long it would take?

 

** That's what I think too and am selling that idea to my client.  

 

-Original Message-
From: Daniel Bloom 
To: arslist@ARSLIST.ORG
Sent: Mon, Jan 11, 2010 9:40 am
Subject: Re: I want to create a testserver of 7.5. Does anybody know how
long it would take?

** 

no CMDB in Help Desk 5 so it may not be so bad to upgrade to a newer
version of AR System.

 

We need to be sure we separate comments about version of ITSM from
version of AR System.

 

Once you get to the versions of ITSM/Help Desk which includes Asset
Management being built on the CMDB

the upgrade of the AR System (including version of CMDB) becomes
critical.

 

Upgrading from any older version of ITMS, i.e. <7.0 , to a newer version
of ITSM is an export and rebuild of your system (foundation) data, 

since the data structures changed so much.  Again, from a Help Desk only
it is relatively easier, but that is relatively.

 

Going forward, assuming you want BMC support and are planning on running
AR System out into the future, IMHO you really do have to eventually
abandon your old release and move to more current.

 

 Daniel

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of
Meyer, Jennifer L
Sent: January 11, 2010 9:01 AM
To: arslist@ARSLIST.ORG  
Subject: Re: I want to create a testserver of 7.5. Does anybody know how
long it would take?

** 

I know you can put 6.X on 7.X, but not whether you can put pre-6 on 7.X.
Just think, you can be the seminal case!

 

Jennifer Meyer



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of
Remedy Muse
Sent: Sunday, January 10, 2010 10:35 PM
To: arslist@ARSLIST.ORG  
Subject: Re: I want to create a testserver of 7.5. Does anybody know how
long it would take?

 

** Actually, was going to take a 5.0 Help Desk to 7.5 server. Just going
to do a test to see how it does.  If it can be done ok.  If not, ditch
and do a full 7.5.  I just want to ditch the old and do the new.

 

-Original Message-
From: Mac McMillan mailto:mcmillan@gmail.com> >
To: arslist@ARSLIST.ORG  
Sent: Sun, Jan 10, 2010 4:19 pm
Subject: Re: I want to create a testserver of 7.5. Does anybody know how
long it would take?

Are just talking about ARSystem upgrade or CMDB/ITSM?
 
If your moving from ARS 5.x to ARS 7.5, it will be a difficult and
time consuming process.  I have not done this myself, but the move
from 5.0.1 to 6.3 was multi-step process and required a lot of
planning and testing.  And from what I've gleened off of the ARS List,
you can't go directly to 7.x from 5.x.
 
I'm sorry I'm not offering much more than that.
 
==Mac
 
 
 
2010/1/10 gene...@remedy-sso.com 
mailto:gene...@remedy-sso.com> >:
> You need only AR System or Ar System + ITSM?
> 
> 
> Konrad
> 
> Single Sign On for Remedy AR System
> http://www.remedy-sso.com  
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
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Re: Helpdesk 5.0 on ARS 7.1?

[Decou, Candace M]

Rabi- if you can consider going to Help Desk 5.6 you can do it
successfully.  I just implemented an entire upgrade from ARS 6.3 with
Help Desk 5.6 to ARS 7.5 with Help Desk 5.6 and it's a beauty.  Not to
say I didn't have some issues, but most of the issues had to do with the
ARS install and not the Help Desk installation.  The BMC support has
been very good so far on any minor issues I have had, although for the
most part I have resolved most of the issues myself.  I have found some
problems with the Developer Studio so it has been recommended that you
also run an Admin tool version 7.1.  This was done as a totally new
install on all new Windows servers with MS SQL, so I can't guarantee
that in your environment it will be as smooth, but feel free to let me
know if I can help you in any way.
Hope this helps,
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: Tuesday, December 29, 2009 8:09 AM
To: arslist@ARSLIST.ORG
Subject: Helpdesk 5.0 on ARS 7.1?

Hi, has anybody tried upgrading a system with Helpdesk 5.0 to ARS 7.1?
or 7.5?

ARS 7.1's docs say it can handle Helpdesk 5.5 or higher. I am wondering
what in Helpdesk 5.0 will cause any issue.

I am on ARS 6.3/Solaris/Oracle 9/Midtier 7.1. I want to get to the
highest ARS level without breaking Helpdesk 5.0 (or whatever minor
version I have that's not ".5").

My personal pick is the RAPP service in Helpdesk 5. Never liked it and I
am afraid that it will prevent me from going higher than ARS 6.3.


  


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INFO: Help Desk 5.6 on ARS 7.5 on Windows 2008 With SQL Server 2008

[Decou, Candace M]

Just wanted to share with anyone else who might be considering this type
of installation, where we have an older 5.6 version of Help Desk on an
AR Server 6.3 in a Windows environment.  We have just built out new
Windows 2008 servers, installed ARS 7.5 and Help Desk 5.6 with no issues
noted.  Keep in mind that this is NOT an upgrade and we will, of course,
have to deal with bringing over our own customized defs, data and
applications from the old server but the installation was almost
painless and I was concerned about Help Desk 5.6 installation, but it
went without a hitch. I will be glad to share any mishaps or learnings
from this as I proceed, so please let me know if anyone out there is
interested in this specific type of implementation and I will try to
keep you posted on our progress.

 

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: candace.m.de...@verizonbusiness.com
mailto:candace.m.de...@verizonbusiness.com>  

 


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Re: Request ID being skipped

[Decou, Candace M]

Shweta- this could happen if you are using a ticket sequencing generator
form for your custom form.  I see this happen periodically when for some
reason the ticket sequencing generator is getting set but the Request ID
on the end form never gets sets, perhaps because some user never
completed the commit.  The ticket generation form can also be used to
'save' a range of numbers for Request ID's if you ever need to import a
set with a specific range of numbers.  I would recommend you look for
the Ticket Number Generation form if one was built for your custom app
and perform a query on.  You can then perhaps see these 'missing'
numbers and run a report to see that they are not 'active' numbers.

Hope this helps.

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of shweta kumar
Sent: Friday, September 18, 2009 10:30 AM
To: arslist@ARSLIST.ORG
Subject: Request ID being skipped

 

** 

Hello Listers

 

When users are creating new requests on a custom form, Request
ID number is being skipped. For eg. if the last Request ID was 10, the
next ID would be 14. This issue is having happening arbitrarily (Request
ID is in correct sequence for most of the records and it is skipping
only sometimes). Any ideas? We are on ARS version 7.1 patch 5. 

 

Thanks

Shweta


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Re: Approval Filter Guide Question

[Decou, Candace M]

Shawn - we are also on 7.1 Patch 4 and I show nothing in that guide.
Hope that helps.

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 12, 2009 11:53 AM
To: arslist@ARSLIST.ORG
Subject: Approval Filter Guide Question

 

Good afternoon,

 

I would appreciate it if someone else on 7.1 of the Approval Engine
could either send me a DEF file or tell me what are the contents of the
Approval Filter Guide "AP:Workflow Notifications Guide".  I show that
there are no filters in it, and that it's been that way for a while.
I'm curious if this is how it is out of the box, or if there is a
problem with something on my side.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

 

 

Private and confidential as detailed here
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hyperlink, please e-mail sender. 

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Re: Customer Support 5.6 and the future

[Decou, Candace M]

Oh yeah - good luck on that one Jarl. From my (very old) recollections BMC 
never really intended to do much of anything with CS.  In some conversations 
with product managers at a RUG I did discover that the intention was to take 
some of the workflow and incorporate it over to the ITSM suite.  You can see 
some of this in various places throughout ITSM with multi-tenancy, 
inbound/outbound customer communication workflow and maybe some of the generic 
catalog settings.  So I think that they just sort of hoped that those of us who 
were using CS would slowly get the clue to migrate over to ITSM once they got 
up to the 7.x ARS version and use whatever is available there.  

I also think the real problem is that there were so very few customers even 
using CS that it wasn't cost effective for them to continue to try to keep it 
as a separate product. I do, however, recall at one point asking about the 
possibility of upgrading to 7.x ARS using ITSM 6.x and CS 5.6 and was told I 
would still need to keep those environments separate.

So I think in terms of CS 5.6 being supported on 7.5 - you might be able to get 
it to work, but in terms of ongoing support I doubt hardly anyone left at BMC 
support will even remember it.  I am not supporting that environment anymore so 
unfortunately I can't even tell you what the potential pitfalls might be, but I 
wish you much luck.  I will be interested in any other comments you get on this 
topic.

Candace  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Tuesday, August 04, 2009 12:42 AM
To: arslist@ARSLIST.ORG
Subject: Customer Support 5.6 and the future

Hi,

Anyone using Customer Support 5.6 and looking into upgrading to ar system 7.5?

>From how I see it; CS 5.6 does not run on 7.5 since SLA does not run
on 7.5, and SLM is not compatible with CS 5.6.

Regards,
Jarl

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Looking For References for Clients Using CMDB 7.x For Radio Type Equipment

[Decou, Candace M]

Hi listers - I have a client who would like to talk to other companies
that might be using the CMDB 7.x to track and support radio equipment.
This might include radios, towers, mobile vehicles, transmitters, etc..
They are trying to figure out how other clients of BMC are or might
consider going about tracking these in their CMDB.  I am trying to find
real people that would be willing to have a conversation with my client,
so please email me off list if you have any interest in helping out and
I will put my client and you together off list.  We are not just looking
for advice on class structure here, but real world experience (if anyone
has it) of companies using CMDB for radio equipment.

 

Thanks in advance for any help.

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: candace.m.de...@verizonbusiness.com
mailto:candace.m.de...@verizonbusiness.com>  

 


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Re: Workflow on the Web (UNCLASSIFIED)

[Decou, Candace M]

Michael - does the user you are logging in with have a specific
application that can read the CTM:People form?  E.g., Change Submitter
Read or Incident Submitter Read or something like that?  We also have a
custom application that we use and the query against the CTM:People form
will not work unless we specifically assign one of the OOB application
licenses with at least a Read license to use against it.  Of couse, I'm
not sure why the behavior would differ in the WUT, but if you haven't
tried this it's worth a test run.
:)
Candace 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Luttmann, Michael W CTR USA
Sent: Monday, April 20, 2009 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow on the Web (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

ALL: Thanks for the suggestions.  

- Yes, I manually flushed the cache before each test.  
- As for the "view", I'm using the default Mid-Tier rendered views,
which should work exactly the same as on the client.  I'm not generating
any web-specific views.  
- When I run the MT workflow logs, the relevant section looks like this:

ActiveLink: SIR:Btn-Find User
True actions:
 action 0
FieldList.Query([object Object], @, CTM:People, 4, 2)
  Set-fields 536870917 =
  Set-fields 536870959 =
  Set-fields 536870960 =
  Set-fields 536870961 =
  Set-fields 536870962 =
  Set-fields 536870963 =
  Set-fields 536870964 =
 action 1

This was from a test where I entered my own name for the search.  This
shows a "no records match" result, which sets the target fields to NULL.
If I modify the A/L search to return an error if there are no matches, I
get the error.  (Of course, the same code on the client works, and
returns all my user info.)

I have also checked permissions on CTM:People (the web connection is
done with the anonymous account), and all are set to Public.  I'm
thinking it has something to do with the fact that I'm using the WebUser
account on the web, rather than a specific user login.


Mike L.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Monday, April 20, 2009 07:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow on the Web (UNCLASSIFIED)

**
Are all the fields in question in the view that is used on the Web?
Some actions will work in the WUT when the fields are not in the view
but not on the web.
 
Regards,
Chuck Baldi


On Sat, Apr 18, 2009 at 2:13 PM, Mahesh Chandra 
wrote:


** 
Have you cleared the mid-tier cache ?
 
Mahesh


On Fri, Apr 17, 2009 at 5:36 PM, Luttmann, Michael W CTR USA
 wrote:


Classification:  UNCLASSIFIED
Caveats: NONE

Hi Gang.

I have an application that I'm building for use on
Mid-Tier, and for
some reason that I cannot determine, a simple active
link (which returns
user info from CTM:People on ) works perfectly
when I test it in
the WUT, but refuses to work on the web.  From what I
can tell from the
A/L behavior, the Set Fields search qualification fails
on the web (and
thus, the user data fields are set to NULL).

Granted, I don't do much programming specifically for
Mid-Tier, so this
has me baffled.

- ITSM 7
- ARS 7.1 Patch 6
- Mid-Tier 7.1
- Windows 2003 servers all around

Any quick ideas?


Michael W. Luttmann
Lead Remedy Developer
Fort Carson DOIM
719.524.0514

Classification:  UNCLASSIFIED
Caveats: NONE



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Re: Statement of Direction - extended support for ITSM 5.6 applications

[Decou, Candace M]

David - I can't tell you how very happy this SOD makes me.  I work with
a customer who just realistically cannot move from 5.6 at this point in
time.  I have bitched long and hard with our various sales reps and it
sounds like someone at BMC has finally listened and/or others have
strongly expressed an inability or unwillingness to step up to 7.X for
the ITSM suite.  This is just excellent news and I am thrilled.  Thank
you so much for sharing this with us.  I am currently using the 7.x ITSM
suite with my primary customer, so I do know the difference.

I am very happy today!

:-)

Candace

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Thursday, March 12, 2009 2:52 PM
To: arslist@ARSLIST.ORG
Subject: Statement of Direction - extended support for ITSM 5.6
applications

 

Hi All,

 

  Just wanted to alert you folks to a new Statement of Direction on "BMC
extended support for BMC Remedy IT Service Management applications".  It
can be found here:

 

25-Feb-2009 (Statement of Direction) BMC extended support for BMC Remedy
IT Service Management applications PDF
  

 

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

BMC Software, Inc.

 

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

 

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Re: User Password Configuration

[Decou, Candace M]

Yes Andy - you are right about the by-pass within the User form, BUT...I
have noticed that it doesn't always work as expected.  As a matter of
fact I think that some of the workflow around password management may
not work as intended at all.  I have myself set to never expire password
and one other person, yet we seem to be the only two people who actually
get the periodic notifications that our password is going to expire.
All the other people who have password management enabled don't seem to
get the notifications, but instead their passwords just seem to expire
at some point and I need to reset them.  I haven't worked a lot on this
issue, so can't tell you what is really going on, just a few
observations.

:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L.
Sent: Wednesday, February 18, 2009 8:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: User Password Configuration

Thanks. I saw that option, but was thinking I had seen something
referring to a "Special Character".  My memory fails me again.  Thanks
for the information.

BTW, has anyone noticed that the password management can be bypassed by
going directly to the user form? From there you can circumvent all the
workflow within the password management. So be sure that only
administrators have access to the User form and of course I suppose
hidden access would be required for everyone.



Andy L. Mayfield 
Protection & Control Sr. Technician
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Decou, Candace M
Sent: Tuesday, February 17, 2009 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: User Password Configuration

Andy - go to the AR System Administration Console - Select System - then
Password Management Configuration.  There is a checkbox you can select
to Disable Default Character Restrictions.

Hope this helps.
:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, February 17, 2009 7:28 AM
To: arslist@ARSLIST.ORG
Subject: User Password Configuration

OK, I know this is probably an easy question, but I'm struggling a bit
this morning. 

How do you disable the "Special Character" requirement in the password
management in version 7.1?

I could have sworn that I've seen that option somewhere before, but I am
unable to locate it now.   

Thanks,

Andy L. Mayfield 
Protection & Control Sr. Technician
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


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Re: User Password Configuration

[Decou, Candace M]

Andy - go to the AR System Administration Console - Select System - then
Password Management Configuration.  There is a checkbox you can select
to Disable Default Character Restrictions.

Hope this helps.
:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, February 17, 2009 7:28 AM
To: arslist@ARSLIST.ORG
Subject: User Password Configuration

OK, I know this is probably an easy question, but I'm struggling a bit
this morning. 

How do you disable the "Special Character" requirement in the password
management in version 7.1?

I could have sworn that I've seen that option somewhere before, but I am
unable to locate it now.   

Thanks,

Andy L. Mayfield 
Protection & Control Sr. Technician
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


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Re: ITSM 7.0.3 Approval Server

[Decou, Candace M]

Do you also have these people set up with a change permission - Change 
Submitter Read license or ?? If Not, that might be the problem.
:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, January 22, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.3 Approval Server

David,
Our forms are out of the box as well as the workflow.

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

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Thursday, January 22, 2009 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.3 Approval Server

That's generally true, James - but there is special code within AR System and 
ITSM that mitigates that requirement when using an ITSM out-of-the-box 
application.  ITSM users do not need a write license to use approval server - a 
business benefit of using the BMC ITSM suite.  However, your statement is 
correct for any non-ITSM (e.g. custom or home-grown) applications.  In those 
cases, a write license is required for approval due to the section you pasted 
below.

For the OP, the most common occurrence of this situation is when the original 
ITSM form is copied rather than modified or a new form is added.  In other 
words, were you to create a new approval form, it may not be licensed properly 
as an ITSM application form.  If that were the case, the special condition of 
the form being an out-of-the-box ITSM application form wouldn't be in force and 
the system would therefore require a write license to approve.

So the first thing I would suggest would be to see whether that form is OOTB or 
whether it is a custom form or copy of the original.  
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of jham36
Sent: Thursday, January 22, 2009 8:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.3 Approval Server

In order to approve a change you will need to have a fixed or floating license. 
 Read licenses only let you submit and modify only the entries that you have 
submitted.  I do not think that this applies here.
>From the documentation:
Within their assigned permissions, users with Read licenses can search for 
requests and display requests. In addition, administrators can configure the AR 
System server to enable users with Read licenses to do the following tasks:

 Submit requests

 Modify requests that they submitted
The ability to allow those with Read licenses to submit requests allows you to 
reserve write licenses for users who need to modify requests that they did not 
submit.

James

On Jan 22, 10:49 am, "Chowdhury, Tauf"  wrote:
> Hi everyone. Here's the issue.
>
> In our Change process, we have business users (end users with read
> license) who need to approve a change request.
>
> They should be able to go into the Approval Central and approve the 
> request when they view the change and it displays the 
> CHG:ChangeAPDetailSignature form.
>
> We do not allow guest users and all of our end users have a people 
> record with a READ license.
>
> However, they get this error when they try to approve:
>
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> Password (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> User ID (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> Individual/Group (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> Approval Status (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> zTempAuthPassword (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> z1D Impact Area Required (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> z1D CHG Rules ID (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> zTmpPassword (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> z1D Char05 (ARERR 330)
> You do not have write license (ARERR 8932) You do not have write 
> access to field :
> z1D Integer01 (ARERR 330)
>
> I checked fields and Public is visible.
>
> I guess I want to have the same functionality as when an

Re: Updating user profile in People form...RESOLVED

[Decou, Candace M]

Excellent - thanks for sharing the resolution.  Now we all know.
:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of vinitPatil
Sent: Tuesday, January 20, 2009 1:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Updating user profile in People form...RESOLVED

Hello All,

Thanks for your continuous support..

The issue has been solved. Here are the details..

First I deleted all the People records from CTM:People because the value
for
Submitter field for all the records was "AR_ESCALATOR". Then again I
re-imported records from AD but this time I set the "Submitter" field as
Login ID of the user. Also I set the change permissions of Organization,
Department and Site field as Submitter. So here user automatically
became
submitter for the record. Now he can change Organization, Department and
Site.

Thanks & Regards,
Vinit


vinitPatil wrote:
> 
> Hi Candace,
> 
> Thank you for ur reply..
> 
> I agree with your point that the true data for site needs to be first
> entered into the form SIT:Site.
> On the People form a menu is connected to Site field which just fetch
all
> the Sites from the SIT:Site form. But People form it self stores Site
> value with corresponding user record. Site field is required as long
as
> the user is Office-Based Employee. There are number of fields on
People
> form related to Site such as Site Country, Site City, Site Street,
Site
> ID, Site State Province, Site Zip/Postal Code, Timezone etc. These
fields
> are used to display the Site Address field which is Display-Only. 
> Let me check with changing Submitter. I hope this will give me a hint.
> 
> Thanks & Regards,
> Vinit 
> 
> 
> Decou, Candace M wrote:
>> 
>> I believe the problem is that the true data for Site needs to be
first
>> entered into the form SIT:Site.  On the People form, there is just a
>> menu for the Site field associated with the underlying data in the
Site
>> form.  So you must have the data in the Site form first.  You will
>> likely need to look at the permissions on that form and set up your
push
>> fields to that form before you will be able to set the correct fields
on
>> the People form.
>> 
>> You will likely need to have Contact Admin permissions in order to
>> perform this also and I doubt that your normal users have that
>> permission set.
>> 
>> Hope this helps.
>> 
>> :-)
>> 
>> Candace
>> 
>>  
>> 
>>  
>> 
>> 
>> 
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz
>> Sent: Sunday, January 18, 2009 3:18 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Updating user profile in People form...
>> 
>>  
>> 
>> ** 
>> 
>> Vinit
>> 
>> have a look for this field on the User form. I believe that if you
>> modify the People form, it might try to make a modification on the
User
>> form. If not that, then turn on your logging and have a look. It
looks
>> like there is a Push happening on the People form which is causing
the
>> error message. Let me know
>> 
>>  
>> 
>> thanks
>> 
>>  
>> 
>> shafqat
>> 
>> --- On Sun, 1/18/09, LisaD  wrote:
>> 
>>  From: LisaD 
>>  Subject: Re: Updating user profile in People form...
>>  To: arslist@ARSLIST.ORG
>>  Date: Sunday, January 18, 2009, 6:56 PM
>> 
>>  In addition to giving Change permission to Public and General
>> Access, do you
>>  also have the field flagged as "Allow any User to Submit"?
>>   
>>  If you want to send me the active link off line, I would be
>> happy to take a
>>  look at it as well.
>>   
>>  lisa.westerfi...@maryville.com
>>   
>>  Also, Have you logged
>>   
>>  vinitPatil wrote:
>>  > 
>>  > Hello All,
>>  > 
>>  > I've imported almost 4000 people records from AD to CTM:People
>> form.
>>  The
>>  > Site field is Null for all the records as there is no such
>> field in AD. So
>>  > we've decided to let users update there Site, Organization and
>>  Department
>>  > values. We've more than 70 Sites, 20 Organizations and almost
>> 90
>>  > departments. I've already populated this data using Data
>> Management
>>  tool.
>>  > 
>>  > What I've done is; when user clicks on "Requester Console&quo

Re: Remedy Search data export to xls

[Decou, Candace M]

Manish - I have dealt with this in the past and have one other solution.
It's a lengthy process, but possibly worthwhile if you are stuck without
scripting capabilities.  If I remember correctly, I exported all tickets
to arx and then re-imported as same ID, but I built a filter which
operated on MERGE and did a basic REPLACE function to replace \n with |
(or whatever other character you need - could replace with a space or a
carriage return, etc..  Once I did that then I was able to successfully
export to csv format without the annoying breaking of records.

Maybe worth a try if all else fails for you.  You can test in a dev
environment or possibly just test on a couple of records before
committing to this in its entirety.
:)
Candace 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Manish SINGLA
Sent: Monday, January 19, 2009 4:40 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Search data export to xls

Hello List,

There is issue of description field, which get copied in multiple rows
when exported to xls, through search result reporting.

Please note when we perform following:
1. Search field value based tickets on "Helpdesk" table 
2. Run report on search results
3. Try exporting data to xls

When data get exported to xls, "\n" there in "Description" field breaks
"description" field value to multiple row.

I need a solution through which I can export text fields like
"Description" to single cell of xls.

Thanks
Regards
Manish


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Re: Updating user profile in People form...

[Decou, Candace M]

I believe the problem is that the true data for Site needs to be first
entered into the form SIT:Site.  On the People form, there is just a
menu for the Site field associated with the underlying data in the Site
form.  So you must have the data in the Site form first.  You will
likely need to look at the permissions on that form and set up your push
fields to that form before you will be able to set the correct fields on
the People form.

You will likely need to have Contact Admin permissions in order to
perform this also and I doubt that your normal users have that
permission set.

Hope this helps.

:-)

Candace

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz
Sent: Sunday, January 18, 2009 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Updating user profile in People form...

 

** 

Vinit

have a look for this field on the User form. I believe that if you
modify the People form, it might try to make a modification on the User
form. If not that, then turn on your logging and have a look. It looks
like there is a Push happening on the People form which is causing the
error message. Let me know

 

thanks

 

shafqat

--- On Sun, 1/18/09, LisaD  wrote:

From: LisaD 
Subject: Re: Updating user profile in People form...
To: arslist@ARSLIST.ORG
Date: Sunday, January 18, 2009, 6:56 PM

In addition to giving Change permission to Public and General
Access, do you
also have the field flagged as "Allow any User to Submit"?
 
If you want to send me the active link off line, I would be
happy to take a
look at it as well.
 
lisa.westerfi...@maryville.com
 
Also, Have you logged
 
vinitPatil wrote:
> 
> Hello All,
> 
> I've imported almost 4000 people records from AD to CTM:People
form.
The
> Site field is Null for all the records as there is no such
field in AD. So
> we've decided to let users update there Site, Organization and
Department
> values. We've more than 70 Sites, 20 Organizations and almost
90
> departments. I've already populated this data using Data
Management
tool.
> 
> What I've done is; when user clicks on "Requester Console"
link I check
> his site. If it is null then I ask him to update the profile.
I've a
> display only form by which user can update his Organization,
Department
> and Site. 
> 
> I am using Push field action to update the corresponding
record in People
> form. But when AL fires it gives a message like "ARERR [331]
You do
not
> have write access (for this entry) to field : 26001"
> 
> I've given Public and General Access to this field. But still
its
giving
> me same error. 
> 
> Does anyone have done this before? Please help me, I don't
know where
I
> went wrong.
> 
> Thanks & Regards,
> Vinit
> 
 
 
-
Lisa D
-- 
View this message in context:

http://www.nabble.com/Updating-user-profile-in-People-form...-tp21525709
p21531418.html
Sent from the ARS (Action Request System) mailing list archive
at Nabble.com.
 


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Need Information on SSL for AREmail on Solaris

[Decou, Candace M]

Listers - 

 

I have a co-worker who is looking for information regarding configuring
an AREmail engine (7.1) to use SSL on a Solaris box.

He has a keystore file but isn't sure where to put it so that the AR
Email Engine Java code will find it to use for authentication.

BMC's Email Engine Manual says nothing on how to do this, except for a
Windows server.

 

Or do you know of any special groups similar to ARSList that would have
this type of info?  Tips, tricks or ??

Thanks for your help.

 

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: candace.m.de...@verizonbusiness.com
mailto:candace.m.de...@verizonbusiness.com>  

 


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Re: Starting Request ID at a higher number

[Decou, Candace M]

Yes, but also be aware that you will need to deal with the various ticket 
number generator forms if you are using any of the OOB apps and I believe there 
is one for each primary form, e.g., one for Change, one for Incident, etc.  We 
have had to do this a number of times after importing large batches of data 
into the system in order to reset the correct value that will populate the 
Change ID, etc.  This however is the result of having to import data that has 
very precisely defined Change ID's to begin with (and which are imported) and 
may not be a problem in your scenario, but just be aware of it.


:)
Candace


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Conny Martin
Sent: Wednesday, December 17, 2008 6:11 AM
To: arslist@ARSLIST.ORG
Subject: AW: Starting Request ID at a higher number

Update arschema set nextid = 1000 where name = '' 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von Timothy Rondeau
Gesendet: Mittwoch, 17. Dezember 2008 15:10
An: arslist@ARSLIST.ORG
Betreff: Starting Request ID at a higher number

Hi,

Hoping someone can refresh my memory.  I want to start a new form at a higher 
request ID than 1.  So say 1000, I know there is a command to do this.

We are on Windows 2003, SQL 2000.   ars 7.0.1

Thanks

Tim

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Re: CHG Approval Woes ---- ITSM 7

[Decou, Candace M]

Jonathan - I have done something similar for Change Management in 7.x
but I only provided the 'approvers' with the Change Approver role and
these 'approval' groups do not display as 'assignment' groups, even
though they are set up as Support groups.  So I think the answer is in
how you assign the specific role for approval and don't set them to an
assignment role.
Hope this helps.
:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jones, Jonathan Clark
Sent: Friday, December 05, 2008 1:09 PM
To: arslist@ARSLIST.ORG
Subject: CHG Approval Woes  ITSM 7

Here's the situation.  We're doing approvals by CI.  Our "Business
Approvers" are not always support staff.  We have about 75000 CIs and
business approvers are required in 3 of the 4 approval phases for 90% of
those CIs.  I need a way to build a grouping of "non-support" people and
"support staff" people into a "one-must-sign" approval algorithm.  I
could use a series of support groups:   BUSINESS APPROVERS,  IMPLEMENTATION APPROVERS, and  CLOSE DOWN APPROVERS.  But
creating those collections of people as support groups causes the groups
to have a support consideration in the system (the groups show in the
"Assignment" menus for incident, change, task, etc.).  Going that route
also concerns me in terms of the number of records that will end up in
the group cache (3+ for every CI=225000 group entries).  We don't want
to modify the OOTB workflow if we can avoid it.  Any ideas as to how I
might accomplish this?  

It was easy in v.5 and v.6.  Back then the approval mappings and
approval roles did not consider support groups as the source for
collections of people.  Sometimes I miss those days.

Thanks,

Jonathan Jones
Southern Company Services
205-257-4799


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Re: Mid-Tier passwords

[Decou, Candace M]

Yes indeedy - docs are helpful.  But I do recall having to make some
side notes around the docs about hidden tips and tricks anyway.

Glad to hear all is well!

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Monday, December 08, 2008 5:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier passwords

 

** 

Thanks for all the help. I finally bulled my way through to get it done.


 

I was trying to get Mid-Tier up and running and wasn't reading the
documentation well enough. 

It's up and going now.

 

Thanks again.

On Fri, Dec 5, 2008 at 2:07 PM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:

** 

Bob - I am making an assumption that you are simply trying to get to the
mid-tier configuration.  The permissions are set directly on the
directory-structure file path within the installation directories.  You
would need to highlight the root level of your Mid-Tier and/or WEB-INF
directory structure, right click to properties and set the permissions
there.

Web services are a bit of a different issue, so please let us know if
you trying to do something with web services or trying to do something
like set up the mid-tier.  

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Friday, December 05, 2008 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier passwords

 

** 

I have never worked with the web service, not once during my fifteen
years of ARS development. Now you understand why I would ask, where does
one attack IIS server names, permissions and such?

 

I looked int the IIS management tool, but failed to see anything of this
sort.

 

Thanks.

On Wed, Dec 3, 2008 at 2:56 PM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:

** 

Bob - on the IIS 6 make sure you specify IUSR_SERVERNAME has explicit
permissions to the Mid-Tier and WEB-INF directory structures.  I think
there is another user perhaps that may also need permissions, but that's
one place you might start.  Not sure on the Sun server.  

Hope this helps.

 

Candace 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Tuesday, December 02, 2008 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier passwords

 

** 

I have been loading and trying to configure Mid-Tier 7.1 all day. I
have:

 

Sun Web Server 7, Mid-Tier 7.1, ARS 7.1, ITSM suite 7.0.03, all running
on Windows 2003 and MS SQL 2005.

 

I also loaded the Mid-Tier on IIS 6 this morning, then again on the Sun
Web Server where it now resides.

 

The problem is, I cannot log in, either with IE 6 as Administrator using
the default password (arsystem in the docs) or as a user using the
username and password in the system. I can get into the web server with
the username and password I added on installation, but I can't login to
the Mid-Tier from IE 6 or the WUT.

 

I am trying to set up a demo laptop to show SRM and I really do need the
web services up and running. 

 

What am I doing wrong?

 

Thanks in advance.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

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Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi
__Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/>
ARSlist: "Where the Answers Are" html___ 

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[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi
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html___ 


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Re: Mid-Tier passwords

[Decou, Candace M]

Bob - I am making an assumption that you are simply trying to get to the
mid-tier configuration.  The permissions are set directly on the
directory-structure file path within the installation directories.  You
would need to highlight the root level of your Mid-Tier and/or WEB-INF
directory structure, right click to properties and set the permissions
there.

Web services are a bit of a different issue, so please let us know if
you trying to do something with web services or trying to do something
like set up the mid-tier.  

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Friday, December 05, 2008 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier passwords

 

** 

I have never worked with the web service, not once during my fifteen
years of ARS development. Now you understand why I would ask, where does
one attack IIS server names, permissions and such?

 

I looked int the IIS management tool, but failed to see anything of this
sort.

 

Thanks.

On Wed, Dec 3, 2008 at 2:56 PM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:

** 

Bob - on the IIS 6 make sure you specify IUSR_SERVERNAME has explicit
permissions to the Mid-Tier and WEB-INF directory structures.  I think
there is another user perhaps that may also need permissions, but that's
one place you might start.  Not sure on the Sun server.  

Hope this helps.

 

Candace 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Tuesday, December 02, 2008 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier passwords

 

** 

I have been loading and trying to configure Mid-Tier 7.1 all day. I
have:

 

Sun Web Server 7, Mid-Tier 7.1, ARS 7.1, ITSM suite 7.0.03, all running
on Windows 2003 and MS SQL 2005.

 

I also loaded the Mid-Tier on IIS 6 this morning, then again on the Sun
Web Server where it now resides.

 

The problem is, I cannot log in, either with IE 6 as Administrator using
the default password (arsystem in the docs) or as a user using the
username and password in the system. I can get into the web server with
the username and password I added on installation, but I can't login to
the Mid-Tier from IE 6 or the WUT.

 

I am trying to set up a demo laptop to show SRM and I really do need the
web services up and running. 

 

What am I doing wrong?

 

Thanks in advance.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

__Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/>
ARSlist: "Where the Answers Are" html___ 

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ARSlist: "Where the Answers Are" html___ 




-- 
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi
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html___ 


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Re: Mid-Tier passwords

[Decou, Candace M]

Bob - on the IIS 6 make sure you specify IUSR_SERVERNAME has explicit
permissions to the Mid-Tier and WEB-INF directory structures.  I think
there is another user perhaps that may also need permissions, but that's
one place you might start.  Not sure on the Sun server.  

Hope this helps.

 

Candace 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Tuesday, December 02, 2008 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier passwords

 

** 

I have been loading and trying to configure Mid-Tier 7.1 all day. I
have:

 

Sun Web Server 7, Mid-Tier 7.1, ARS 7.1, ITSM suite 7.0.03, all running
on Windows 2003 and MS SQL 2005.

 

I also loaded the Mid-Tier on IIS 6 this morning, then again on the Sun
Web Server where it now resides.

 

The problem is, I cannot log in, either with IE 6 as Administrator using
the default password (arsystem in the docs) or as a user using the
username and password in the system. I can get into the web server with
the username and password I added on installation, but I can't login to
the Mid-Tier from IE 6 or the WUT.

 

I am trying to set up a demo laptop to show SRM and I really do need the
web services up and running. 

 

What am I doing wrong?

 

Thanks in advance.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

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


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Re: ARS for non Trouble Ticketing applications

[Decou, Candace M]

For one of my clients, I support a totally home grown set of solutions
built on old 2.x I believe and now brought up to 6.3 ARS (read NO
application licenses).  This set of functions includes:

 

Training Reservation System for customers 

RMA for customers

Company/Contact/Products Master DB

Purchasing

Technical Support (for customers)

Customer Feedback

Problem Tracking (for internal engineering group)

Various specialized tracking systems for beta customers

Time Tracking System (Remedy backend with a Java GUI)

 

Oh and they also have old Help Desk 5.6 for internal tech support.  That
is the only application requiring app licenses.  

 

Candace

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of sam appecherla
Sent: Friday, November 14, 2008 8:22 AM
To: arslist@ARSLIST.ORG
Subject: ARS for non Trouble Ticketing applications

 

** Hi List,

 

Just curious to know..

 

Apart from using Remedy for HelpDesk, Trouble Ticketing and the kinds,
what else can we do with this workflow engine for? Does anyone have a
custom built product/application built on ARS apart from Trouble
Ticketing kinds that you would like to share?


Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008

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Re: ITSM 7 Operational Categorizations

[Decou, Candace M]

Yes, the same thing happened to me as well.  I sent an email to the address 
noted for problems with the site and received the following from them:
 
If you are trying to reach the registration page for the Solution
Partner Portal on the BMC Developer Network, the correct URL is
http://developer.bmc.com/communities/create-account.jspa 

 

We apologize for the inconvenience and hope that you find great benefit
from our system.

This, of course, doesn't help me since I am already registered and can't seem 
to create another account using the same email address.  Go figure.  If anyone 
else can figure out how to get them to either respond to the real question (why 
can't I get in when I am already set up with an account) or to reset something, 
please let me know.
 
thanks,
Candace DeCou
 



From: Action Request System discussion list(ARSList) on behalf of Begosh, Kevin
Sent: Thu 11/06/2008 6:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Operational Categorizations



I tried to access the document and I got this error message

This area of the BMC Developer Network is visible only to registered,
logged in users. If you are logged in when you receive this message,
then you might not have sufficient access privileges to view the
requested page. Please contact [EMAIL PROTECTED] if you need further
assistance.

And yes I am registered and I was logged in.


Kevin Begosh, RSP
Tech Ops
Enterprise Business Services
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mario Roehr
Sent: Thursday, November 06, 2008 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Operational Categorizations

Listers,

for anyone who is interested, the document can be found here:

http://developer.bmc.com/communities/docs/DOC-3231

Cheers,
Mario






 Jon Gee

 <[EMAIL PROTECTED]

 .COM>
To
 Sent by: "Action  arslist@ARSLIST.ORG

 Request System
cc
 discussion

 list(ARSList)"
Subject
 <[EMAIL PROTECTED] Re: ITSM 7 Operational

 ORG>  Categorizations





 06.11.2008 14:13





 Please respond to

 [EMAIL PROTECTED]

RG









**


 I would love a copy of the list myself.

 Please

 Thanks in advance.



 --- On Wed, 11/5/08, Jon Chau <[EMAIL PROTECTED]> wrote:

  From: Jon Chau <[EMAIL PROTECTED]>

  Subject: Re: ITSM 7 Operational Categorizations

  To: arslist@ARSLIST.ORG

  Date: Wednesday, November 5, 2008, 7:50 PM



  ** Greetings all,



  I was wondering if anyone had a copy of this that they could send to
me. 
  It looks like BMC revamped their developer network site and I can't
find 
  it.



  Thanks in advance!



  Jon



  On Fri, May 2, 2008 at 10:20 AM, Rick Cook <[EMAIL PROTECTED]>
wrote: 
** I wish I had published this last year, but better late than

never, I suppose.  This is a link to a paper I just wrote up on
how
to set up Operational Categorizations in ITSM 7.  Not a
procedural 
manual like BMC provides, but one that actually gives an example
of
values that one might use, and instructions on how to keep the

lists short.



I used it once at a customer site, and it seemed to work well.
A  
few others have begun to make use of it as well, so I thought I

would formalize it and make it available to anyone who might
gain  
from it.




http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861
&externalID=3231&fromSearchPage=true



Rick

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Are" html___



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Re: "Session is invalid or has timed out" error message prompts 20 times (AR System Mid-tier)

[Decou, Candace M]

Jay -
I won't swear to this, but I believe the message is being presented for
each 'window' that is currently open, whether that is 1 or 20 windows.
If you are getting exactly 20 messages regardless of how many open
windows are there, then I don't know what to tell you.  But in my
experience I will see the message present for each open window.  I never
exactly did a count and it could also be that it only presents for
certain types of open windows.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jay Sytangco
Sent: Thursday, October 23, 2008 3:53 AM
To: arslist@ARSLIST.ORG
Subject: "Session is invalid or has timed out" error message prompts 20
times (AR System Mid-tier)

Hi All,

Good day!

The session timeout of our mid-tier (ver 7.1.00) is configured for 90
minutes.  However, when it times out, the following error message
prompts 20 times (one appears after clicking ok on the previous error
message - and this happen 20 times):  "Session is invalid or has timed
out.  Please reload page to log in again (ARERR 9201)"

How can we limit the error message to only prompts once?

Thanks,
Jay


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Re: Problem with application write licenses in 7.1

[Decou, Candace M]

Derrick - 

Yes, we ran into this same type of problem recently.  It would happen
sporadically for no good reason - just we would get calls that our users
suddenly couldn't access stuff, I'd go look and see that their
permissions had been stripped.  In some cases I noticed there wasn't
even an existing User record where they had one before.  It was very
odd.  We ended up running some SQL scripts to look for disparities
between the User and User Cache files and the Group and Group Cache
files and noticed they had somehow gotten out of sync.  We then ran
ARRELOAD and that seemed to resolve the problem, but as I recall this
was likely a bug in one of the patches that we had applied.  We quickly
moved up to another patch level and I have not seen the problem since
then, but it was very unnerving since I was rebuilding accounts left and
right.  The only really good way I discovered to 'fix' the issue (prior
to patching or running ARRELOAD) was to physically Delete the person's
People record and rebuild it from scratch.  When I tried to just re-add
the permissions in, they would frequently disappear again. 

Hope this helps.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Derrick Silva
Sent: Thursday, October 23, 2008 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Problem with application write licenses in 7.1

 

Hello All - 

 

I'm currently working with the 7.x ITSM application on 7.01 patch1.

I'm having trouble getting my application licenses to stick.

 

In the "People" form, I assign the application license by selecting the
"Update Permissions Groups" from the Login/Access details tab.

This allows me to assign a "fixed" license to the user when I add them
to a group such as "Incident Master". (I even see the message that says
I have assigned # 2 of 70)

This seems to work for a while - but then the application license gets
wiped out.

When I retrace my steps and attempt to add the application license on
the People form - it starts all over again ( assigned #1 of 70).

 

Has anyone run into this problem?

 

Moreover - when I attempt to view my registered application licenses
from the "Ar System Administration: Manager User Licenses" form - it
times out.

Possible bug? Or do have something configured incorrectly?

 

Thanks in advance - 

 

Derrick Silva

UC Berkeley

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Re: Limitation of Member List on AP:Role form

[Decou, Candace M]

Chris - here is the last message I put out on the same issue - Viji
found it and wrote me.  I think it may help you as well:

And, just in case anyone else out there runs into this, here is the 
> response directly from Remedy:
>  
> There is a modification that you can make for this, the limitation is 
> really dependent on the database as this is a platform issue. The size

> of the "Member List" field on the AP:Role form was set to the size 
> that it is (255 by default) when originally designed, so that the 
> field can be displayed in a table field. This restriction is no longer

> valid in ARS 7.0.
> 
> There are some fields that can be increased on two forms to up this 
> limit. The maximum size is dependent on your DB type.
> 
> ---
> 
> The Release notes for the Action Request System 7.0 state on page 63 
> and
> 64:
> 
> ***
> 
> "Limit for Approver name
> 
> The Approver name is limited to 255. If you want to use long Approver 
> names (more than 255), you must increase the length of the following 
> fields in the AP:Signature form:
> 
> - Original Approver (field ID 13203)
> 
> - Approver (field ID 13207)
> 
> If you are using the Preview feature (except Real-Time Preview) with 
> long Approver names, then you must increase the length of 13203 and
> 13207 in AP:PreviewSignature form.
> 
> If you are using Real-Time Preview, then you must increase the length 
> of
> 
> 13207 in AP:PreviewInfo form."
> 
> **
> 
> So there are three fields that we would recommend that you increase 
> (unless you want to use the preview functionality in approval, in 
> which case you need to increase the above mentioned fields in addition

> to the
> following): 
> 
> AP:Signature:
> 
> - Original Approver (field ID 13203)
> 
> - Approver (field ID 13207
> 
> AP:Role:
> 
> - Member list (field ID 12401)
> 
> The approval server checks the size of the Approvers field on the 
> AP:Signature form, and uses this size as the maximum limit. What this 
> means is that, the customer can change the size of this field to 
> anything, and the approval server will detect this and enforce this 
> increased size.
> 
> Two things must be noted:
> 
> 1. The size of the Approvers field is checked on server startup. So 
> once the change is made, the approval server will need to be restarted

> (this might mean restarting the AR Server).
> 
> 2. The maximum allowable size of the Approvers field is database 
> dependent. The limits are listed below.
> 
> Oracle 4000
> 
> MSSQL Server 8000
> 
> Informix 255
> 
> DB2 255
> 
> Sybase 255 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris
Sent: Tuesday, September 16, 2008 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Limitation of Member List on AP:Role form

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

-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
-- 
View this message in context:
http://www.nabble.com/Limitation-of-Member-List-on-AP%3ARole-form-tp1951
8157p19518157.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Crystal Error:

[Decou, Candace M]

John - it sounds like your user may be missing a dll - there is a KB
entry on BMC support site 18217 that says:

 

Do a find for this .dll: CRQE.dll (it s/b in the same path as listed
below if not adjust the path as needed.)

Then run the following from your command line to register this dll. 

regsvr32 "C:\program files\common files\Crystal
Decisions\2.0\bin\CRQE.dll"

 

This may not be exactly what is missing, but that's where I would be
looking.

Hope this helps. 

 

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Tuesday, September 09, 2008 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Crystal Error:

 

This is the error a user is getting when they try to run a Crystal
report 

 

 ---

Crystal Report Error

---

Error in File C:\Program Files\AR System\User\HOME\arcmds\DOJxReme.rpt:

Failed to create the Crystal Query Engine.

---

OK   

--- 

 

 My AR Server is version 6.3 patch 20 on an Oracle 9.0.2 DB on the
Windows Server 2003 platform. I am using Crystal Developer XI to create
the reports and then I embed them within an Active link to get them to
run in the user client. I created an active link that feeds a simple
query through the QUALIFICATION field inside the Open Report Window
Action in the active link which runs the report to the screen. 

 

I would not be asking you all this question if it didn't work when I ran
the report from within my user tool but the report works fine for me in
my version 6.3 patch 20 user client. The user that is experiencing this
error has the same exact user client and patch as I and all of the same
permissions. Why then does it work for me and not him? The user does not
have Crystal XI Developer on his computer and I do.

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Re: "Failed to perform Action" when exporting data in Mid-Tier

[Decou, Candace M]

Dwayne, I have seen this where there was an embedded qualification built
into the report and the Override Query was set to No, but I have not
seen it misbehave differently between what it displays on the screen vs
what it spits to csv.  The only other time I have had issues is when we
didn't select specific browser settings to allow downloads and that
interfered with the query itself, thus giving us incorrect matching
values.  The symptom of the latter issue is easy to identify because you
are basically prompted twice to download the file, and on the second
attempt to download the query is overwritten, but that doesn't sound
like the issue in your case. 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Tuesday, September 02, 2008 7:52 AM
To: arslist@ARSLIST.ORG
Subject: "Failed to perform Action" when exporting data in Mid-Tier

Dear List,

We have a form from which we want to export data via Mid-Tier.  If I put
the report in my User Tool and export the data to a comma separated file
(csv), the data exports and I can import it into Excel, open it, and see
all the data.

In Mid-Tier I select the "Report" form entry to which the file is
attached, and try to export data and I get "Failed to perform Action."
There are no message in the Mid-Tier log.

If I try to export the data to the "Screen," Excel opens, but only shows
seven (and not the first seven, they appear to be selected at random) of
the 26 columns.

The report displays to the screen OK. Other reports on this same form
export data OK from Mid-Tier.  I checked the "Report" form entries and
don't see any difference between this entry and the ones that work.

Any idea what might be wrong?

(ARS and Mid-Tier 7.1 patch 3, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University

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Re: When I reboot my server Windows 2003, it takes 20 minutes to startup

[Decou, Candace M]

Yes you are likely correct.  Make sure that SQL Server is started before
the AR System start up call is made.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shrestha, Manjari R.
Sent: Friday, August 29, 2008 9:41 AM
To: arslist@ARSLIST.ORG
Subject: When I reboot my server Windows 2003, it takes 20 minutes to
startup

 

Hello,

 

When I reboot my server Windows 2003, it takes 20 minutes to startup.
When I checked the event log I found the above error

 

390600 : Failure during SQL operation to the database (ARERR 552) 

and

Cannot open database "ARSystem" requested by the login. The login
failed. (SQL Server 4060) 

 

I am thinking this is because of dependencies of SQl server on Remedy
and Remedy on SQL. I would appreciate any information on how to resolve
the issue.

 

Thanks!

 

Manjari R. Shrestha

Junior Programmer Analyst 

 

SAIC

12530 Parklawn Drive, Suite 350

Rockville, MD 20852

Office: (301) 998-7364

[EMAIL PROTECTED]

  

 

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Re: Password Management in 7.1 Patch 002

[Decou, Candace M]

Yes - we have the identical environment and the same problem.  I'm sure
the answer is to upgrade to some more current patch and I believe we are
in the process of that, but for now this is the exact (mis)behavior I
have seen for a long time.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon
Sent: Thursday, August 14, 2008 12:12 PM
To: arslist@ARSLIST.ORG
Subject: Password Management in 7.1 Patch 002

 

** 

Hello All,

We are trying to implement the Password Management functionality in 7.1
Patch 002.

I have enabled the functionality and it works well, as long as you don't
try it via the mid-tier, I checked and our mid-tier is also 7.1 Patch
002.

Even though for testing, I set a test account to "Require Password
Change on Next Login", it doesn't prompt for password change when
accessing via the mid-tier.

Has anyone else experienced this issue?

 

Thanks,

 

Jase

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Re: "Copy to New" functionality for Mid-Tier

[Decou, Candace M]

Well there is sort of a Copy to New function, but I believe it depends
on where you are.  So, for example, if you open a Change Request or an
Incident, in the left-hand navigation bar you can go to Functions and
select 'Copy Change', etc..  I don't think it's readily available for
all forms though, just the primary forms but I haven't really looked
much.  If I need to do lots of that, I just use thick client.

Hope this helps.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tournier, Pascal
Sent: Monday, June 30, 2008 4:06 AM
To: arslist@ARSLIST.ORG
Subject: "Copy to New" functionality for Mid-Tier

 

Hi,

 

We have recently migrated to Remedy ARS version 7.0.1 and wanted to go
to the Web access interface via Mid-tier. So currently we are using the
User tool and the Web interface to access our forms... I have noticed
that the "Copy to New" functionality that we have in the User tool (edit
-> Copy to New) doesn't exist for the Web.

 

Is there one easy way to produce this functionality via the workflow
like adding a button.. I know that I can create a Active Link with a
open windows associated but the problem is that will then have to match
each fields one aftzer the other which is really time consuming by
knowing that we have more than 100 fields for some schema or is there at
least the possibility to match all fields directly.. furthermore I will
then need also to create such AL for each schema and we have more than
50 schemas... 

 

So I'm really looking for a easier solution... the better will be to
have this Copy to New functionality also integrated for the Web... Is
there any plan to do so ?

 

Thanks

Regards

 

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Re: BBQ tour

[Decou, Candace M]

You dog you!  Did you ever take me there when I was up there working
with you guys?

LOL

Hope you are well!

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Smith, Ron
Sent: Friday, June 13, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: BBQ tour

 

Hey Rick,

If you are indeed heading south on 5 towards Cali, in Portland there is
Buster's Texas style BBQ.  One of the best I have seen in town, but I
like the Hole-in-the-Wall type places myself.

 

http://www.bustersbarbecue.com/

 

The one in Tigard is right off of I-5.

 

Thanks, 

Ron Smith 
Remedy/Web Developer 
Providence Health & Services OR 
[EMAIL PROTECTED] 
503-216-7866 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Friday, June 13, 2008 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: BBQ tour

** 

Hey Rick - if you end up just hitting 5 to go south you will probably
miss this, but just in case my favorite is Back Forty BBQ.  They have
about 4 or 5 locations - all in the northern California area (more north
even than I am - I have to drive almost 60 miles to get to the closest
one).  It's Austin Texas style and I go out of my way to buy their sauce
- ymm.  You may not make it there, but you never know.  Have lots of
fun and lots of adventures.  See their site:

http://www.backforty.us/

:-)

 

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]>  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, June 13, 2008 8:46 AM
To: arslist@ARSLIST.ORG
Subject: OT: BBQ tour

 

** My son just graduated from HS, and will leave for the Marines in
October.  Sometime between now and then, he and I are going to drive
cross-country on a BBQ tour.  We'll start and end in Seattle, but we
intend to hit all of the areas of the country famous for BBQ:  Texas,
Louisiana, the rest of the South, North Carolina, Memphis, Chicago, and
Kansas City.

We're still planning the specifics, and here's where all y'all come in:

I would love to know THE places to go in your part of the country
(assuming it's one I mentioned above - this will be almost entirely
SOUTH of the Mason-Dixon line) for outstanding BBQ, whether they're
famous or a hole-in-the-wall.  We'll stay away from big chains for the
most part (we have Famous Dave's up here), unless it is a local/regional
one with a good local reputation.

Thanks in advance for sharing!

Rick
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Re: BBQ tour

[Decou, Candace M]

Hey Rick - if you end up just hitting 5 to go south you will probably
miss this, but just in case my favorite is Back Forty BBQ.  They have
about 4 or 5 locations - all in the northern California area (more north
even than I am - I have to drive almost 60 miles to get to the closest
one).  It's Austin Texas style and I go out of my way to buy their sauce
- ymm.  You may not make it there, but you never know.  Have lots of
fun and lots of adventures.  See their site:

http://www.backforty.us/

:-)

 

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, June 13, 2008 8:46 AM
To: arslist@ARSLIST.ORG
Subject: OT: BBQ tour

 

** My son just graduated from HS, and will leave for the Marines in
October.  Sometime between now and then, he and I are going to drive
cross-country on a BBQ tour.  We'll start and end in Seattle, but we
intend to hit all of the areas of the country famous for BBQ:  Texas,
Louisiana, the rest of the South, North Carolina, Memphis, Chicago, and
Kansas City.

We're still planning the specifics, and here's where all y'all come in:

I would love to know THE places to go in your part of the country
(assuming it's one I mentioned above - this will be almost entirely
SOUTH of the Mason-Dixon line) for outstanding BBQ, whether they're
famous or a hole-in-the-wall.  We'll stay away from big chains for the
most part (we have Famous Dave's up here), unless it is a local/regional
one with a good local reputation.

Thanks in advance for sharing!

Rick
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Re: Reporting from Mid Tier

[Decou, Candace M]

Yes Kathy - you can create and export ARSystem reports to csv from the
mid-tier.  Go into Reports and set up a standard AR system report.  Save
it, then Run it, but when you run select Run to Destination - File and
in Format select csv.  This should automatically set the Character
Encoding field to windows-1252.  Click on Run - then when prompted for
the Report File name give it a name and save it where you want.  That's
about it.  The only problem I sometimes encounter with this is that I am
prompted to Save the Report twice before it works.

 

Now there is also a way to 'export' the Crystal reports.  Open up a
Crystal Report and once you are in the view of it, select Export Report
(this is a little icon under the File menu item).  You can select the
format, including Excel, to export to.  As for the errors you got when
you tried this, not sure - it could be an environment variable - a bad
path statement - who knows, so without more information I probably can't
help with that one.

 

Let me know if you need any other help with setting them up. 

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Friday, June 13, 2008 9:30 AM
To: arslist@ARSLIST.ORG
Subject: Reporting from Mid Tier

 

** Hi,

Is it possible to run Adhoc reports and export the results to an excel
spreadsheet from the Mid Tier? We are on 7.x ITSM and AR System.  I see
the canned reports that seem to be an option to export - which did not
work - we received an error.  I was looking for a technical guide to
show us how this is done.  I have never used the mid tier to export "ad
hoc" reports - I've always used the client.  Is this functionality to
export adhoc and canned reports to excel available on the web?



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Re: Can't move the Change ticket's Status beyond Request For Authorization.

[Decou, Candace M]

Yes - good point, we didn't ask whether any of the approval process
mappings have been changed or if they are as is out-of-box.  But I still
think you need to specify that the Change Manager has role of Change
Approver - even if they are not specified as an approver in the Approval
tab, they still may need that role permission to 'Approve' the request
in this sense in order to move it along.  Anyway, it wouldn't hurt to
give the  Change Management Approval role to the Change Manager - try it
again and see if that works.
Lisa - am I wrong on this?
:)  

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Friday, June 13, 2008 7:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't move the Change ticket's Status beyond Request For
Authorization.

Sorry to jump in so late, but I would probably check the Approval
Process Mappings and see what status you have set to move to if there
are no approvers.  This is where you can set the status defaults for
each stage.

Also, if there is a 'Business Approval' stage/phase, and there are no
approvers defined, the change remains in "Request for Change" status and
requires the Change Manager or Change Assignee to move the change
forward.  (Sounds like you may have already tried this one.)

Also, if you want to run an arlog I would be happy to look at it to see
why the status isn't changing.

Thanks,
LisaD

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of lann
Sent: Friday, June 13, 2008 7:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't move the Change ticket's Status beyond Request For
Authorization.

There are no approvers displayed in the approal tab at all.

lann

Decou, Candace M wrote:
> 
> Oh and also they should have the role for Infrastructure Change
Approver
> as well I think.
> :)
> 
> Candace DeCou
> 
> DOI Remedy Systems Analyst 
> Verizon Business 
> Office:  (408) 371-1112
> 
> Email: [EMAIL PROTECTED] 
> 
>  
> 
> Verizon Business - global capability, personal accountability. 
> 
> This e-mail is strictly confidential and intended only for use by the
> addressee unless otherwise indicated
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of lann
> Sent: Wednesday, June 11, 2008 10:10 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Can't move the Change ticket's Status beyond Request For
> Authorization.
> 
> For the Assignee and Manager the Status field is "Disabled".Iam trying
> to go
> to the next Status "Request For Change" .
> There are no pending approvals required ,so I feel the
assignee/manager
> can
> do the Status change,I clicked "Approve" in the Process Flow
accelerator
> and
> did a Save.But no Status change happened.
> 
> Lann
> 
> 
> Decou, Candace M wrote:
>> 
>> I think the Change Manager assignee needs to move the Change Request
>> forward.  So, in other words, if I read this right, the Change
> Assignee
>> is trying to move it forward but it requires some action on the part
> of
>> one of the CAB members (Change Manager assignee).  Who is that person
> or
>> group?  Try having them select 'Approve' then move on to the next
> stage
>> and see if that helps.
>> :)
>> 
>> Candace DeCou
>> 
>> DOI Remedy Systems Analyst 
>> Verizon Business 
>> Office:  (408) 371-1112
>> 
>> Email: [EMAIL PROTECTED] 
>> 
>>  
>> 
>> Verizon Business - global capability, personal accountability. 
>> 
>> This e-mail is strictly confidential and intended only for use by the
>> addressee unless otherwise indicated
>> 
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
>> Sent: Wednesday, June 11, 2008 4:54 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Can't move the Change ticket's Status beyond Request For
>> Authorization.
>> 
>> What do you mean by "unable to move..."? Is there an error message or
> is
>> the
>> status field disabled?
>> 
>> --- J.T. Shyman
>> 
>>  -Original Message-
>> From: Action Request System discussion list(ARSL

Re: Can't move the Change ticket's Status beyond Request For Authorization.

[Decou, Candace M]

Oh and also they should have the role for Infrastructure Change Approver
as well I think.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of lann
Sent: Wednesday, June 11, 2008 10:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't move the Change ticket's Status beyond Request For
Authorization.

For the Assignee and Manager the Status field is "Disabled".Iam trying
to go
to the next Status "Request For Change" .
There are no pending approvals required ,so I feel the assignee/manager
can
do the Status change,I clicked "Approve" in the Process Flow accelerator
and
did a Save.But no Status change happened.

Lann


Decou, Candace M wrote:
> 
> I think the Change Manager assignee needs to move the Change Request
> forward.  So, in other words, if I read this right, the Change
Assignee
> is trying to move it forward but it requires some action on the part
of
> one of the CAB members (Change Manager assignee).  Who is that person
or
> group?  Try having them select 'Approve' then move on to the next
stage
> and see if that helps.
> :)
> 
> Candace DeCou
> 
> DOI Remedy Systems Analyst 
> Verizon Business 
> Office:  (408) 371-1112
> 
> Email: [EMAIL PROTECTED] 
> 
>  
> 
> Verizon Business - global capability, personal accountability. 
> 
> This e-mail is strictly confidential and intended only for use by the
> addressee unless otherwise indicated
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
> Sent: Wednesday, June 11, 2008 4:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Can't move the Change ticket's Status beyond Request For
> Authorization.
> 
> What do you mean by "unable to move..."? Is there an error message or
is
> the
> status field disabled?
> 
> --- J.T. Shyman
> 
>  -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of lann
> Sent: Wednesday, June 11, 2008 7:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Can't move the Change ticket's Status beyond Request For
> Authorization.
> 
> Iamstuck with a problem
> 
> The assignee and manager of a Change Request are unable to move the
> Change
> ticket's Status beyond Request For Authorization. 
> I ensure the following:
> Assigne ehas  Infrastructure Change Assignee role-Fixed
Permission. 
> Availability is "Yes" 
> No approvers in Review Phase. 
> Added the assignee as Adhoc approver and tried ,but in vain
>  
> Any other configuration I missed out?
> Any ideas will be greatly appreciated.
> Thx
> Lann
> 
> -- 
> View this message in context:
>
http://www.nabble.com/Can%27t-move-the-Change-ticket%27s-Status-beyond-R
> eque
> st-For-Authorization.-tp17775621p17775621.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
>

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Re: Can't move the Change ticket's Status beyond Request For Authorization.

[Decou, Candace M]

But when 'you' did this, were you logged in as someone in the group for
Change Assignee, or as someone in the group for Change Manager?  Also,
are you or is this person who is attempting this set up with appropriate
roles for the group to include Infrastructure Change Manager?  It could
be that you don't have the proper 'roles' or groups set for yourself?
This is just a guess.  The people who you set up as Change Managers must
be in the Change Management group (whatever you are calling it) and they
must also have the Infrastructure Change Manager role assigned and they
must also be set to Available.
Keep us posted - I am making certain assumptions here on the setup in
your environment, so not sure if I am hitting the mark for you or not.
:) 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of lann
Sent: Wednesday, June 11, 2008 10:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't move the Change ticket's Status beyond Request For
Authorization.

For the Assignee and Manager the Status field is "Disabled".Iam trying
to go
to the next Status "Request For Change" .
There are no pending approvals required ,so I feel the assignee/manager
can
do the Status change,I clicked "Approve" in the Process Flow accelerator
and
did a Save.But no Status change happened.

Lann


Decou, Candace M wrote:
> 
> I think the Change Manager assignee needs to move the Change Request
> forward.  So, in other words, if I read this right, the Change
Assignee
> is trying to move it forward but it requires some action on the part
of
> one of the CAB members (Change Manager assignee).  Who is that person
or
> group?  Try having them select 'Approve' then move on to the next
stage
> and see if that helps.
> :)
> 
> Candace DeCou
> 
> DOI Remedy Systems Analyst 
> Verizon Business 
> Office:  (408) 371-1112
> 
> Email: [EMAIL PROTECTED] 
> 
>  
> 
> Verizon Business - global capability, personal accountability. 
> 
> This e-mail is strictly confidential and intended only for use by the
> addressee unless otherwise indicated
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
> Sent: Wednesday, June 11, 2008 4:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Can't move the Change ticket's Status beyond Request For
> Authorization.
> 
> What do you mean by "unable to move..."? Is there an error message or
is
> the
> status field disabled?
> 
> --- J.T. Shyman
> 
>  -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of lann
> Sent: Wednesday, June 11, 2008 7:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Can't move the Change ticket's Status beyond Request For
> Authorization.
> 
> Iamstuck with a problem
> 
> The assignee and manager of a Change Request are unable to move the
> Change
> ticket's Status beyond Request For Authorization. 
> I ensure the following:
> Assigne ehas  Infrastructure Change Assignee role-Fixed
Permission. 
> Availability is "Yes" 
> No approvers in Review Phase. 
> Added the assignee as Adhoc approver and tried ,but in vain
>  
> Any other configuration I missed out?
> Any ideas will be greatly appreciated.
> Thx
> Lann
> 
> -- 
> View this message in context:
>
http://www.nabble.com/Can%27t-move-the-Change-ticket%27s-Status-beyond-R
> eque
> st-For-Authorization.-tp17775621p17775621.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
>

> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
>

> ___
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> 
>

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> 
> 

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View this message in context

Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?

[Decou, Candace M]

Thanks John - if you would that would be great.  I don't have an
immediate need, but I can smell it coming - if you know what I mean.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Actually, I know now that it is going to be custom workflow, the extend
I do not know. You cannot Update the notification preferences for a
Non-Support Staff person in Remedy 7x, the workflow just won't allow you
to so, I need to study how the workflow generates the notification and
trace it back to the CTM:People form so that I can make the needed
customizations. I have already started the analysis and if you wish,
when I get the green light I will post what I did.

Thanks.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Wednesday, June 11, 2008 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Well, actually if that idea works, it wouldn't really be a
'customization' per se, but more of a data configuration change.  Can
you test it in a dev environment first?
If you have to get down and dirty and build or rebuild custom workflow -
then that's a customization.  
So, don't go tell your management yet - test it out then worry about
whether it requires management permission for customization of if it's
just something you can deal with at the data level. 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

You are awesome Candace! Thanks. I will try this later today! I just
need to tell management that it is going to have to be a customization.
I don't think they want to hear that! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Wednesday, June 11, 2008 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Oh well my meeting hasn't started yet.  Here is something I might TRY -
and I do mean TRY - as in this is not tested.
Open the form NTE:CFG-Notification Events.
Try to set up a NEW record here using the person's Remedy Login ID and
selecting a User defined notification.  See if that works, then let me
know.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Candace,

In regards to my former email. For what I am trying to do, will I have
to customize? I can figure out the rest as I become more accustom to the
workflow, unless there are any tips that I may not be aware of? Thanks.

BTW - I think I found the form that sends the notifications for the
entire system NTE:Notifier and the filter that actually sends out the
notifications for the default system: NTE:NTS:Email_200_SystemNT.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Candace,

Thanks for your response.  

What specific type of notifications are you trying to co

Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?

[Decou, Candace M]

Well, actually if that idea works, it wouldn't really be a
'customization' per se, but more of a data configuration change.  Can
you test it in a dev environment first?
If you have to get down and dirty and build or rebuild custom workflow -
then that's a customization.  
So, don't go tell your management yet - test it out then worry about
whether it requires management permission for customization of if it's
just something you can deal with at the data level. 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

You are awesome Candace! Thanks. I will try this later today! I just
need to tell management that it is going to have to be a customization.
I don't think they want to hear that! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Wednesday, June 11, 2008 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Oh well my meeting hasn't started yet.  Here is something I might TRY -
and I do mean TRY - as in this is not tested.
Open the form NTE:CFG-Notification Events.
Try to set up a NEW record here using the person's Remedy Login ID and
selecting a User defined notification.  See if that works, then let me
know.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Candace,

In regards to my former email. For what I am trying to do, will I have
to customize? I can figure out the rest as I become more accustom to the
workflow, unless there are any tips that I may not be aware of? Thanks.

BTW - I think I found the form that sends the notifications for the
entire system NTE:Notifier and the filter that actually sends out the
notifications for the default system: NTE:NTS:Email_200_SystemNT.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Candace,

Thanks for your response.  

What specific type of notifications are you trying to configure for
these non-support people?

I want to create "User" notifications for the non-support staff people
so that I can turn off the OOB default notifications individually based
on if the individual customer does not want to receive certain
notifications. Can I do that? 

I don't necessarily need to change the wording of a notification I just
want to allow our help desk staff to turn off some of the individual
notifications for Non-Support Staff customer profiles upon request from
the customer. So if a customer does not want to receive a Incident
Closure notification I can modify their notification list to turn that
off only for them.

If this is not possible what form connects the Events to the actual
filters that fire the notifications so I can get started with these
customizations. So far I have found the forms with the NTE: acronym on
the form names. These seem to be the back-end forms form the ITSM
Notifications but I need help finding the form that connects the
Notification Event (NTE:LoadNotifiationEvents form) to the actual filter
that fires off the email. What are the filter Names? You don't have to
give me all maybe just one or two so I can start my investigation.

Thanks.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Wednesday, June 11, 2008 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

John -
The OOB noti

Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?

[Decou, Candace M]

Oh well my meeting hasn't started yet.  Here is something I might TRY -
and I do mean TRY - as in this is not tested.
Open the form NTE:CFG-Notification Events.
Try to set up a NEW record here using the person's Remedy Login ID and
selecting a User defined notification.  See if that works, then let me
know.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Candace,

In regards to my former email. For what I am trying to do, will I have
to customize? I can figure out the rest as I become more accustom to the
workflow, unless there are any tips that I may not be aware of? Thanks.

BTW - I think I found the form that sends the notifications for the
entire system NTE:Notifier and the filter that actually sends out the
notifications for the default system: NTE:NTS:Email_200_SystemNT.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Candace,

Thanks for your response.  

What specific type of notifications are you trying to configure for
these non-support people?

I want to create "User" notifications for the non-support staff people
so that I can turn off the OOB default notifications individually based
on if the individual customer does not want to receive certain
notifications. Can I do that? 

I don't necessarily need to change the wording of a notification I just
want to allow our help desk staff to turn off some of the individual
notifications for Non-Support Staff customer profiles upon request from
the customer. So if a customer does not want to receive a Incident
Closure notification I can modify their notification list to turn that
off only for them.

If this is not possible what form connects the Events to the actual
filters that fire the notifications so I can get started with these
customizations. So far I have found the forms with the NTE: acronym on
the form names. These seem to be the back-end forms form the ITSM
Notifications but I need help finding the form that connects the
Notification Event (NTE:LoadNotifiationEvents form) to the actual filter
that fires off the email. What are the filter Names? You don't have to
give me all maybe just one or two so I can start my investigation.

Thanks.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Wednesday, June 11, 2008 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

John -
The OOB notifications should all be enabled for non-support people to
receive specific notifications based on types of events - assuming that
these people are submitters of tickets.  What specific type of
notifications are you trying to configure for these non-support people?
And what do you want these notifications to say?  It may be that you
will need to build some custom filters to accommodate something
different because OOB, you don't have the ability to update any of the
standard non-support person notifications.  You have what you have.
I have been struggling with some of the limitations of the 7.x OOB
notifications as well so I can feel your pain.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 7:46 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Hello, this is my first time in ARSList.

I noticed that in version 7 you can only update the notification
preferences for people records that are Support Staff* only! Why is
this? I thought that you could update Non-Support Staff people's
notifications as well. I read through all of the configuration books and
PDF's I could find and found no

Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?

[Decou, Candace M]

Yes, what you want is doable - here is how
1.  No you can't set up 'User' defined notifications for these users but
you can turn off the notifications.  Go to the Notification tab in the
People form and under the Notification Availability, select 'No'.  In
addition and/or instead of that you can also select something other than
Email in the Default Notify Mechanism.  That's going to turn off all
notifications for that person though, so again if you want something
customized on a per-person basis you are probably going to have to build
extra workflow.  So this option is pretty much all or nothing - and you
need to have your users understand that.

2.  Take a look at the form NTE:SYS-Define NT Events.  This form holds
all the possible notification events - but again this is for everyone or
no one (either non-support or support), but it will help you understand
what is triggering the notifications.
Take a look at all other NTE forms too.  Not that they will help.

For the rest I will have to research and get back to you - I have a 2
hour meeting that I need to attend now.
Hope this helps!

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 8:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Candace,

Thanks for your response.  

What specific type of notifications are you trying to configure for
these non-support people?

I want to create "User" notifications for the non-support staff people
so that I can turn off the OOB default notifications individually based
on if the individual customer does not want to receive certain
notifications. Can I do that? 

I don't necessarily need to change the wording of a notification I just
want to allow our help desk staff to turn off some of the individual
notifications for Non-Support Staff customer profiles upon request from
the customer. So if a customer does not want to receive a Incident
Closure notification I can modify their notification list to turn that
off only for them.

If this is not possible what form connects the Events to the actual
filters that fire the notifications so I can get started with these
customizations. So far I have found the forms with the NTE: acronym on
the form names. These seem to be the back-end forms form the ITSM
Notifications but I need help finding the form that connects the
Notification Event (NTE:LoadNotifiationEvents form) to the actual filter
that fires off the email. What are the filter Names? You don't have to
give me all maybe just one or two so I can start my investigation.

Thanks.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Wednesday, June 11, 2008 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

John -
The OOB notifications should all be enabled for non-support people to
receive specific notifications based on types of events - assuming that
these people are submitters of tickets.  What specific type of
notifications are you trying to configure for these non-support people?
And what do you want these notifications to say?  It may be that you
will need to build some custom filters to accommodate something
different because OOB, you don't have the ability to update any of the
standard non-support person notifications.  You have what you have.
I have been struggling with some of the limitations of the 7.x OOB
notifications as well so I can feel your pain.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 7:46 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Hello, this is my first time in ARSList.

I noticed that in version 7 you can only update the notification
preferences for people records that are Support Staff* only! Why is
this? I thought that you could update Non-Support Staff people's
notifications as well. I read through all of the configur

Re: Can't move the Change ticket's Status beyond Request For Authorization.

[Decou, Candace M]

I think the Change Manager assignee needs to move the Change Request
forward.  So, in other words, if I read this right, the Change Assignee
is trying to move it forward but it requires some action on the part of
one of the CAB members (Change Manager assignee).  Who is that person or
group?  Try having them select 'Approve' then move on to the next stage
and see if that helps.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, June 11, 2008 4:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't move the Change ticket's Status beyond Request For
Authorization.

What do you mean by "unable to move..."? Is there an error message or is
the
status field disabled?

--- J.T. Shyman

 -Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of lann
Sent: Wednesday, June 11, 2008 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Can't move the Change ticket's Status beyond Request For
Authorization.

Iamstuck with a problem

The assignee and manager of a Change Request are unable to move the
Change
ticket's Status beyond Request For Authorization. 
I ensure the following:
Assigne ehas  Infrastructure Change Assignee role-Fixed Permission. 
Availability is "Yes" 
No approvers in Review Phase. 
Added the assignee as Adhoc approver and tried ,but in vain
 
Any other configuration I missed out?
Any ideas will be greatly appreciated.
Thx
Lann

-- 
View this message in context:
http://www.nabble.com/Can%27t-move-the-Change-ticket%27s-Status-beyond-R
eque
st-For-Authorization.-tp17775621p17775621.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.



___
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Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


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UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

___
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Re: popup on mid-tier login

[Decou, Candace M]

Cool - keep me posted - if you can figure out how to disable it I'll get
in there and snuff the little bugger.  My worry though is that it might
have a reason to exist, kind of like little antsannoying but good
for some things.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Wednesday, June 11, 2008 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: popup on mid-tier login

 

Well, I'm not a java guy, but I'll mill through the login.jsp then and
see if I can find what it is.

 

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(r) Level 3 Rated Company



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Wednesday, June 11, 2008 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: popup on mid-tier login

 

Gary -

This happens all the time whenever you log into mid-tier.  It is
annoying I agree but in general I would recommend that ALL popup
blockers be disabled anyway because if they are catching that one, they
will certainly cause problems with other windows opening.  I don't think
it has anything to do with logging being on or off - it happens to
everyone all the time.  It doesn't have to do with user preferences
either.  So I don't think you did anything to cause it, I just think it
is the new wonderful annoying feature of mid-tier 7.1.  Maybe someone
else out there knows what it is and why it is popping up and why, at
least to my knowledge, we never saw this behavior before in earlier
versions of mid-tier.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]>  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Wednesday, June 11, 2008 7:57 AM
To: arslist@ARSLIST.ORG
Subject: popup on mid-tier login

 

Has anyone else noticed a popup window that comes and goes away
instantly on the login window? I thought at first that maybe it was the
logging window that shows what all is going on, but I don't have any
user preferences in the user preference form. 

 

It's annoying because our pop-up blockers catch it. I was wondering if
maybe I did something to cause it, or maybe my logging was on, but I
don't know where else to look since there are no entries in user
preferences.

 

Mid-Tier 7.1

ARSystem 7.1

Windows Server 2k3

SQL Server 2k5

 

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(r) Level 3 Rated Company

 

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Re: popup on mid-tier login

[Decou, Candace M]

Gary -

This happens all the time whenever you log into mid-tier.  It is
annoying I agree but in general I would recommend that ALL popup
blockers be disabled anyway because if they are catching that one, they
will certainly cause problems with other windows opening.  I don't think
it has anything to do with logging being on or off - it happens to
everyone all the time.  It doesn't have to do with user preferences
either.  So I don't think you did anything to cause it, I just think it
is the new wonderful annoying feature of mid-tier 7.1.  Maybe someone
else out there knows what it is and why it is popping up and why, at
least to my knowledge, we never saw this behavior before in earlier
versions of mid-tier.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Wednesday, June 11, 2008 7:57 AM
To: arslist@ARSLIST.ORG
Subject: popup on mid-tier login

 

Has anyone else noticed a popup window that comes and goes away
instantly on the login window? I thought at first that maybe it was the
logging window that shows what all is going on, but I don't have any
user preferences in the user preference form. 

 

It's annoying because our pop-up blockers catch it. I was wondering if
maybe I did something to cause it, or maybe my logging was on, but I
don't know where else to look since there are no entries in user
preferences.

 

Mid-Tier 7.1

ARSystem 7.1

Windows Server 2k3

SQL Server 2k5

 

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(r) Level 3 Rated Company

 

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Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?

[Decou, Candace M]

John -
The OOB notifications should all be enabled for non-support people to
receive specific notifications based on types of events - assuming that
these people are submitters of tickets.  What specific type of
notifications are you trying to configure for these non-support people?
And what do you want these notifications to say?  It may be that you
will need to build some custom filters to accommodate something
different because OOB, you don't have the ability to update any of the
standard non-support person notifications.  You have what you have.
I have been struggling with some of the limitations of the 7.x OOB
notifications as well so I can feel your pain.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, June 11, 2008 7:46 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.x - Can you update the Notificiation Preferences of
CTM:People recocrds that are marked Non-Support Staff*?

Hello, this is my first time in ARSList.

I noticed that in version 7 you can only update the notification
preferences for people records that are Support Staff* only! Why is
this? I thought that you could update Non-Support Staff people's
notifications as well. I read through all of the configuration books and
PDF's I could find and found nothing on this. 

How can I update Non-Support Staff People records notification
preferences? 

If Out-of-Box there is no way to do this is it recommended to make a
customization? I found the active link that enables the "Update
Notification Preferences" button on the CTM:People form so that it
enables for Non-Support Staff people records will this work or is it
more complicated than this? 

My customers need to be able to update non-support staff people records.
Please if someone has done this before could you give me some hints of a
workaround or at least a place to start. 


Thanks 


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Re: Caught Exception Error - RESOLVED

[Decou, Candace M]

Lucky!  LOL

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Tuesday, June 10, 2008 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Error - RESOLVED

 

Okay, so even though it shouldn'tclearing the cache fixed it.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, June 10, 2008 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Error

** 

William - we had a very similar situation with a caught exception error
being thrown only in Dev but not in production (which were supposedly
identical).  BMC support wasn't able to help even after tons of workflow
and mid-tier logs, BUT when we refreshed our Dev environment from the
production environment again the problem ceased to exist.  If you have
the bandwidth you might try a DB restore from your dev environment to
your QA environment and see if that resolves it.  What I found when
going through this problem is that there was a particular field that the
system thought was missing on an active link firing for set fields
(different form, different app though).  I could find the field, unhide
it, see it being set but in the mid-tier it still presented us with
errors and in the thick client it presented errors also.  Absolutely no
amount of troubleshooting helped at all.  Even an import of the form in
place from the good environment to the dev environment didn't help.  It
was only after another restore of the 'good' DB to the dev system that
the problem cleared up.  And I can't tell you why.

We are on ITSM 7.03 Patch 6.

 

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]>  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Tuesday, June 10, 2008 7:22 AM
To: arslist@ARSLIST.ORG
Subject: Caught Exception Error

 

In IM 7.03 using the web and going to...

 

Application Admin > Custom Config > Foundation > People > People

 

I do a search by user ID and get the following error:

 

Caught exception :'t.LoadResultsList' is null or not an object

 

This is our QA system.  It is IDENTICAL to our DEV system and the DEV
system does not throw this error.  All of the AR Server and Mid-tier
config settings are the same.  I checked previous ARS list posts about
"Caught Exception" errors and none of them applied to this (checked
duplicate fields, results list, etc etc).

 

In fact, Migrator says our two copies of CTM:People on the servers are
the same as well.

 

Vital stats of the system

AR Server 7.1 patch 001 on Solaris

IM 7.03

AR Mid-tier 7.1 patch 001 on Solaris (separate box) with IBM HTTP Server
+ Websphere.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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Re: Caught Exception Error

[Decou, Candace M]

William - we had a very similar situation with a caught exception error
being thrown only in Dev but not in production (which were supposedly
identical).  BMC support wasn't able to help even after tons of workflow
and mid-tier logs, BUT when we refreshed our Dev environment from the
production environment again the problem ceased to exist.  If you have
the bandwidth you might try a DB restore from your dev environment to
your QA environment and see if that resolves it.  What I found when
going through this problem is that there was a particular field that the
system thought was missing on an active link firing for set fields
(different form, different app though).  I could find the field, unhide
it, see it being set but in the mid-tier it still presented us with
errors and in the thick client it presented errors also.  Absolutely no
amount of troubleshooting helped at all.  Even an import of the form in
place from the good environment to the dev environment didn't help.  It
was only after another restore of the 'good' DB to the dev system that
the problem cleared up.  And I can't tell you why.

We are on ITSM 7.03 Patch 6.

 

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Tuesday, June 10, 2008 7:22 AM
To: arslist@ARSLIST.ORG
Subject: Caught Exception Error

 

In IM 7.03 using the web and going to...

 

Application Admin > Custom Config > Foundation > People > People

 

I do a search by user ID and get the following error:

 

Caught exception :'t.LoadResultsList' is null or not an object

 

This is our QA system.  It is IDENTICAL to our DEV system and the DEV
system does not throw this error.  All of the AR Server and Mid-tier
config settings are the same.  I checked previous ARS list posts about
"Caught Exception" errors and none of them applied to this (checked
duplicate fields, results list, etc etc).

 

In fact, Migrator says our two copies of CTM:People on the servers are
the same as well.

 

Vital stats of the system

AR Server 7.1 patch 001 on Solaris

IM 7.03

AR Mid-tier 7.1 patch 001 on Solaris (separate box) with IBM HTTP Server
+ Websphere.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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html___

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Re: Does anyone know where the itsm foundation data spread sheets and documentation needed to import that data can be found?

[Decou, Candace M]

Howard - I just sent them to you under separate cover.  Hope this helps
- not sure if what I have is the 'latest' though.

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Thursday, June 05, 2008 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Does anyone know where the itsm foundation data spread sheets
and documentation needed to import that data can be found?

 

** 

All,

 

With all of the changes at the BMC web site, its harder and harder to
find what you need to do your job.

 

For example I am at a customer site and need to download the newest
version of the foundation data spread sheets and documentation that is
included, however I can not find any reference to the sheets and the
documentation needed.

 

My understanding is that they should have been include with the
downloads of ITSM 7 or its patches, however they were not.

 

Any ideas.



-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
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Re: OT--Need Remedy Architect--Direct Hire

[Decou, Candace M]

Hey don't laugh - it sounds just like most of the Remedy jobs I've had -
LOL.  I mean really, don't we all end up doing some or most of this type
of work anyway somewhere along the line.  If the job description is too
narrow, then you can bet they jump right on something you haven't done
once you are in place, or at least want you to explore it.  But I have
to wonder why they have a focus on CSS - that is old stuff and only good
to about version 5.6 and not likely to be replaced soon or at all.  I
don't know, but it sounds like a BMC job to me.

:-)

And it's not even Friday yet.sigh

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, June 03, 2008 8:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT--Need Remedy Architect--Direct Hire

 

** He must have missed the whole "walking on water" qualification, too,
though it is implied.  They're looking for more than a Remedy superstar
here.  I wish you luck finding that person, Jeff.  No one could pay me
enough to move from cool Seattle to muggy Houston.  To each their own.
;)

Rick

On Tue, Jun 3, 2008 at 8:02 AM, Matt Reinfeldt
<[EMAIL PROTECTED]> wrote:

** 

Jeff,

 

Thank you for the interest, however, I am in a full-time employment
situation that allows me to work from home, which is working out quite
well for me.  If that situation changes, I will keep you in mind.

 

By the way, you did not mention compensation or if relocation costs are
covered (maybe I missed it...?).

 

Matt Reinfeldt

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jeff Glaser
Sent: Tuesday, June 03, 2008 9:41 AM
To: arslist@ARSLIST.ORG
Subject: OT--Need Remedy Architect--Direct Hire

 

** 

This is a unique opportunity for a Remedy Architect:  (Please send
resumes first)  (No third parties or agencies)

Remedy Architect
The ideal candidate will have advanced Remedy Architecture skills
implementing large systems (500 seats and up) and advanced software
integration skills (Java).  This person will help architect the internal
Remedy Customer support system, ensure Remedy easily integrates with 1
Cubed, provide high level customer support and help guide our India
team.The Application Architect conducts analysis, design,
evaluation, modification, testing and implementation of enterprise wide
systems across functional areas. Plans and directs studies of potential
electronic data processing applications and prepares design proposals to
reflect cost, time and alternative actions to satisfy existing and
future needs of the corporation.   Develops test plans and
 protocols for evaluation of system performance. Conducts analysis of
systems specifications and uses the latest analysis/diagramming tools to
represent business/technical processes. Develops conversion and system
implementation plans.   Prepares and obtains approval of system and
programming documentation. Recommends changes in development,
maintenance and system standards. Coordinates system upgrade activity.
Trains user personnel in the conversion and implementation of the
system.Using experience with a variety of Customer Relationship
Management technologies, leads internal and external clients with
Internet-, intranet-, or extranet-based applications. Develop detailed
system requirements including interface specifications. Review internal
technical design and customer facing documentation. Assess external
applications and platforms to be used as a part of the solution. Perform
system integration functions e.g. developing an integration layer across
applications.
 Providing technical assistance with the ongoing transition from
existing systems providing a highly available and redundant solution.
Provides system/application design engineering solutions that align with
Remedy standards and satisfy businesses requirements. Plays a direct
role in programming, maintenance, technical support, documentation and
administration of the applications. Establishes and communicates
standards to manage cost and ensure continuity of applications. Works
pro-actively to ensure high performance, high reliability and rapid
trouble resolution of Remedy workflow System. Evaluate and recommend
improvement measures. Provide technical leadership, installation and
configuration of the following BMC tools: BMC Remedy ITSM, Customer
Support Suite, Action Request System and Mid-tier. Support of operations
resulting in efficiency gains, increased capacity, improved compliance,
higher performance and improved reporting.   Provides product
usability,
 evaluation and support to development te

Re: Menu Missing - 7.1 ARSysmtem

[Decou, Candace M]

Yep - I ran into a few issues in our dev environment on the app
preferences form too - missing fields - missing whatevers - references
to things that don't exist or things that do exist but are not set.  LOL
- now I know why.
Thanks Pam!
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Tuesday, May 20, 2008 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Missing - 7.1 ARSysmtem

Yeah I only have the ITSM Suite not SRM - but I am finding with just
ITSM - it is looking for some information from SRM even though it is not
installed.  This is one of those things.  This menu is attached to a
field on the CTM:CFG-ApplicationPreference Form - and you get an error
when you open because the menu is missing.

I am also finding in the logs that there are some other references
missing when starting the web - I believe most are with SRM.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 20, 2008 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Missing - 7.1 ARSysmtem

Thanks Donald - I guess that makes sense since I only have full ITSM and
not SRM installed - thus the missing menu.  Not sure if that is the same
for Pam or not, but now it does make sense.  I've saved it off just in
case I need it too.
:)
  

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Savant, [EMAIL PROTECTED]
Sent: Tuesday, May 20, 2008 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Missing - 7.1 ARSysmtem

We have the menu (see attached), I believe it's from SRM 2.1 p001.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Tuesday, May 20, 2008 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Menu Missing - 7.1 ARSysmtem

This is a multi-part message in MIME format.

--_=_NextPart_001_01C8BAA2.009746D7
Content-Type: text/plain;
charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

I am looking for a menu called:=20

INT:FNDSRM:WorkOrderRoleLabel-Q - it is on the
CTM:CFG-ApplicationPreferences Form for the Work Order Tab for the Role
- does anyone have this?

=20

Thanks

=20

Pam Hollis

Tractor Supply Company

Senior Remedy Developer

Remedy Skilled Professional

615-440-4617 (Office)

615-484-4617 (Fax)

[EMAIL PROTECTED]

=20



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Content-Type: text/html;
charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

**
http://www.w3.org/TR/REC-html40";>





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I am looking for a menu called: =


INT:FNDSRM:WorkOrderRoleLabel-Q – it is on the
CTM:CFG-ApplicationPreferences Form for the Work Order Tab for the Role
=
–
does anyone have this?

 

Thanks

 

Pam =
Hollis

Tractor Supply =
Company

Senior Remedy Developer

Remedy Skilled Professional

615-440-4617 (Office)

615-484-4617 (Fax)

mailto:[EMAIL PROTECTED]">[EMAIL PROTECTED]<
/=
span>

 






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Re: Menu Missing - 7.1 ARSysmtem

[Decou, Candace M]

I don't have that one either - Donald perhaps?  It looks like you are
missing any of the specific menus related to SRM.
:)  

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Tuesday, May 20, 2008 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Missing - 7.1 ARSysmtem

Thank you!

Does anyone have the following menu - I found one more missing.

xSYS:MNU:InfraChangeRoleCAB_locale-Q

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Savant, [EMAIL PROTECTED]
Sent: Tuesday, May 20, 2008 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Missing - 7.1 ARSysmtem

We have the menu (see attached), I believe it's from SRM 2.1 p001.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Tuesday, May 20, 2008 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Menu Missing - 7.1 ARSysmtem

This is a multi-part message in MIME format.

--_=_NextPart_001_01C8BAA2.009746D7
Content-Type: text/plain;
charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

I am looking for a menu called:=20

INT:FNDSRM:WorkOrderRoleLabel-Q - it is on the
CTM:CFG-ApplicationPreferences Form for the Work Order Tab for the Role
- does anyone have this?

=20

Thanks

=20

Pam Hollis

Tractor Supply Company

Senior Remedy Developer

Remedy Skilled Professional

615-440-4617 (Office)

615-484-4617 (Fax)

[EMAIL PROTECTED]

=20



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I am looking for a menu called: =


INT:FNDSRM:WorkOrderRoleLabel-Q – it is on the
CTM:CFG-ApplicationPreferences Form for the Work Order Tab for the Role
=
–
does anyone have this?

 

Thanks

 

Pam =
Hollis

Tractor Supply =
Company

Senior Remedy Developer

Remedy Skilled Professional

615-440-4617 (Office)

615-484-4617 (Fax)

mailto:[EMAIL PROTECTED]">[EMAIL PROTECTED]<
/=
span>

 






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Re: Menu Missing - 7.1 ARSysmtem

[Decou, Candace M]

Thanks Donald - I guess that makes sense since I only have full ITSM and
not SRM installed - thus the missing menu.  Not sure if that is the same
for Pam or not, but now it does make sense.  I've saved it off just in
case I need it too.
:)
  

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Savant, [EMAIL PROTECTED]
Sent: Tuesday, May 20, 2008 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Missing - 7.1 ARSysmtem

We have the menu (see attached), I believe it's from SRM 2.1 p001.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Tuesday, May 20, 2008 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Menu Missing - 7.1 ARSysmtem

This is a multi-part message in MIME format.

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I am looking for a menu called:=20

INT:FNDSRM:WorkOrderRoleLabel-Q - it is on the
CTM:CFG-ApplicationPreferences Form for the Work Order Tab for the Role
- does anyone have this?

=20

Thanks

=20

Pam Hollis

Tractor Supply Company

Senior Remedy Developer

Remedy Skilled Professional

615-440-4617 (Office)

615-484-4617 (Fax)

[EMAIL PROTECTED]

=20



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charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

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http://www.w3.org/TR/REC-html40";>














I am looking for a menu called: =


INT:FNDSRM:WorkOrderRoleLabel-Q – it is on the
CTM:CFG-ApplicationPreferences Form for the Work Order Tab for the Role
=
–
does anyone have this?

 

Thanks

 

Pam =
Hollis

Tractor Supply =
Company

Senior Remedy Developer

Remedy Skilled Professional

615-440-4617 (Office)

615-484-4617 (Fax)

mailto:[EMAIL PROTECTED]">[EMAIL PROTECTED]<
/=
span>

 






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Re: Menu Missing - 7.1 ARSysmtem

[Decou, Candace M]

Well you can probably guess what it is looking for - try creating one
and replace the OOB reference.  Maybe that will help?  Or (gulp) ask BMC
for it.  I haven't had the chance yet to get over to that part of the
app - sighh.  

Guess I should thank you for the heads up!

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Tuesday, May 20, 2008 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Missing - 7.1 ARSysmtem

 

Thanks - I have been looking for it in the workflow on the server and
not be able to find it either and it keeps putting an error on the
midtier logs that it is missing - even though I removed it off the
field.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 20, 2008 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Menu Missing - 7.1 ARSysmtem

 

I do not have it Pam - same version and I double checked the Menu on the
formmaybe it didn't get bundled up for install?

Sorry - I would have sent it if I had it.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]>  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Tuesday, May 20, 2008 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Menu Missing - 7.1 ARSysmtem

 

I am looking for a menu called: 

INT:FNDSRM:WorkOrderRoleLabel-Q - it is on the
CTM:CFG-ApplicationPreferences Form for the Work Order Tab for the Role
- does anyone have this?

 

Thanks

 

Pam Hollis

Tractor Supply Company

Senior Remedy Developer

Remedy Skilled Professional

615-440-4617 (Office)

615-484-4617 (Fax)

[EMAIL PROTECTED]

 

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Re: Menu Missing - 7.1 ARSysmtem

[Decou, Candace M]

I do not have it Pam - same version and I double checked the Menu on the
formmaybe it didn't get bundled up for install?

Sorry - I would have sent it if I had it.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Tuesday, May 20, 2008 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Menu Missing - 7.1 ARSysmtem

 

I am looking for a menu called: 

INT:FNDSRM:WorkOrderRoleLabel-Q - it is on the
CTM:CFG-ApplicationPreferences Form for the Work Order Tab for the Role
- does anyone have this?

 

Thanks

 

Pam Hollis

Tractor Supply Company

Senior Remedy Developer

Remedy Skilled Professional

615-440-4617 (Office)

615-484-4617 (Fax)

[EMAIL PROTECTED]

 

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Re: Mid-Tier ?

[Decou, Candace M]

Hmmm - did you also include the mid-tier path in the environment
variables?  I just think you are very close and would hate to see you
have to redo everything.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Friday, May 16, 2008 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Thanks for the reply.

I tried giving those accounts full control of the mid-tier folder and
still no luck after restarting IIS.  BMC suggested upgrading to the 6.3
mid-tier (we're planning to go to 7.0.01 anyway but I wanted to test an
actual upgrade instead of a fresh install) so I guess I'll give that a
shot.

Thanks again,

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Friday, May 16, 2008 1:20 PM
To: arslist@arslist.org
Subject: Re: Mid-Tier ?

I won't swear to this cause it's been some time since that version, but
I think I recall that I had to give the IUSR_Servername and
Authenticated Users permissions directly at the ARSystem -> MidTier
level in the directory structure.  You may still be down too low in the
chain.  But don't quote me.
Happy Friday!
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]



Verizon Business - global capability, personal accountability.

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Friday, May 16, 2008 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Sorry for the delayed response.  Got tied up with other things.  So I
tried giving the IUSR, SYSTEM, NETWORK SERVICE and Authenticated Users
(saw this suggested as well after some searching) accounts permissions
to both the java and New Atlanta folders, restarted IIS, and I still get
the same error when trying to launch the servletexec admin page.  I also
tried launching DBMON.exe and restarting IIS to see if any errors
appeared and I got none.

Is there some sort of IIS configuration that I'm missing? I launched
regedit to look at those entries, but the registry is like a foreign
language to me.

I've got a ticket open with BMC but I figured I'd give the list a shot
as well.

Thanks much,

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Monday, May 05, 2008 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Sounds like it. As I recall, you need to give the IUSR, SYSTEM and
NETWORK
SERVICE accounts full control over the "ServletExec ISAPI" folder.

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, May 05, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Permissions problem.  To troubleshoot the issue, give the default web
user full control of your New Atlanta and your Java folders.  Then
restart IIS.  Then try to access the page again and see if the error
goes away.  If it does, then you can tighten down the permissions.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Monday, May 05, 2008 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Sorry...getting a bit click happy.

When I try to open the servletexec admin page, I get the following
error:

Init failed, code = 2
java.io.FileNotFoundException: C:\Program Files\New Atlanta\ServletExec
ISAPI\ServletExec.log (Access is denied)
The JavaHome value is read from the registry. If it is not correct then
edit the registry and set the keys in the following location to the
correct values:

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft

If JavaHome is correct then launch DBMON, restart the server and check
for error messages in the DBMON console.

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, May 05, 2008 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Can you access the New Atlanta configuratio

Re: Mid-Tier ?

[Decou, Candace M]

I won't swear to this cause it's been some time since that version, but
I think I recall that I had to give the IUSR_Servername and
Authenticated Users permissions directly at the ARSystem -> MidTier
level in the directory structure.  You may still be down too low in the
chain.  But don't quote me.
Happy Friday!
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Friday, May 16, 2008 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Sorry for the delayed response.  Got tied up with other things.  So I
tried giving the IUSR, SYSTEM, NETWORK SERVICE and Authenticated Users
(saw this suggested as well after some searching) accounts permissions
to both the java and New Atlanta folders, restarted IIS, and I still get
the same error when trying to launch the servletexec admin page.  I also
tried launching DBMON.exe and restarting IIS to see if any errors
appeared and I got none.

Is there some sort of IIS configuration that I'm missing? I launched
regedit to look at those entries, but the registry is like a foreign
language to me.

I've got a ticket open with BMC but I figured I'd give the list a shot
as well.

Thanks much,

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Monday, May 05, 2008 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Sounds like it. As I recall, you need to give the IUSR, SYSTEM and
NETWORK
SERVICE accounts full control over the "ServletExec ISAPI" folder.

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, May 05, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Permissions problem.  To troubleshoot the issue, give the default web
user full control of your New Atlanta and your Java folders.  Then
restart IIS.  Then try to access the page again and see if the error
goes away.  If it does, then you can tighten down the permissions.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Monday, May 05, 2008 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Sorry...getting a bit click happy.

When I try to open the servletexec admin page, I get the following
error:

Init failed, code = 2
java.io.FileNotFoundException: C:\Program Files\New Atlanta\ServletExec
ISAPI\ServletExec.log (Access is denied)
The JavaHome value is read from the registry. If it is not correct then
edit the registry and set the keys in the following location to the
correct values:

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft

If JavaHome is correct then launch DBMON, restart the server and check
for error messages in the DBMON console.

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, May 05, 2008 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

Can you access the New Atlanta configuration page? If yes, make sure the
web application for the midtier is configured.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Monday, May 05, 2008 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

So I went with the 5.1.2 mid-tier installer which comes bundled with the
servlet exec (I had heard you could run newer versions of the mid-tier
with an older ARServer, but we're already having enough problems as is).
I ran the installer fine, got servlet exec installed, etc. restarted the
server, and for some reason, now I can't access the mid-tier
configuration tool.

I get a 404 error.  Ugh.  Days like today are why I sometimes wish I
answered phones for a living.

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Monday, May 05, 2008 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier ?

I had numerous problems with tomcat 5.5. My install wouldn't work. I
ended up having to install tomcat manually from the download, then
install mit-tier. Then I spent about a week configuring everything
(along with a  lot of help from this list, of course) to get it all
working

Re: email question

[Decou, Candace M]

Gary - in the filter in the Mechanism did you select Email?  Try
selecting User Default or Cross Reference and see if that will go get
the correct value for you.  

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Wednesday, May 14, 2008 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: email question

 

I never did see a response to this, so I'll repost it.

 

Basically, I have a filter that does an email notification. In the User
Name: field, I have $Originator$; $data_Alt Approval Manager$;
$data_Approval Manager$; $data_Purchaser$

 

This gets translated to the users that are in the field just fine, but
it's not looking up their email addresses from the user form, It's just
trying to send the email to the literal value that is in that field. For
instance, if Bob.Smith is in data_Alt Approval Manager, then it is
trying to send an email to Bob.Smith instead of [EMAIL PROTECTED],
which would be in his user account.

 

Any suggestions? Am I using the wrong delimiter?

 

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(r) Level 3 Rated Company



From: Gary Opela (Corporate) 
Sent: Tuesday, May 13, 2008 3:08 PM
To: 'arslist@ARSLIST.ORG'
Subject: email question

 

I am doing a notify filter that uses email. On the Recipient line, I'm
specifying a mix of field values and groups.

 

I currently have the recipient set as: $Originator$; Finance; Contracts;
$data_Purchaser$

 

Originator and data_Purchaser fields, Finance and Contracts are groups.


I want the email to go out to the Originator, the data_Purchaser, and
everyone in contracts and finance.


I'm having a few issues that I'm not yet sure from where they are
coming. I just wanted to make sure I had this part of it correct first.

 

Any comments?

 

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(r) Level 3 Rated Company

 

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Re: Asset Admin license removals

[Decou, Candace M]

My pleasure - keep us posted.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Awesome!  Thank you 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

H - well then I might recommend that you snoop around some of the
filters that fire on Modify from the CTM:People Permission Group form -
may be in the range of the CTM:PPG:UpdateGroupList filters.  See if you
can modify or figure out how to make those fire correctly to reset
values in the User form when you perform your update.
:)


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Aye, I can use an escalation to modify the CTM:People Permission Group
entries, but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can
look for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset
User and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset
admin licenses they were previously assigned, and replace those with
Asset Viewers instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

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Re: Asset Admin license removals

[Decou, Candace M]

H - well then I might recommend that you snoop around some of the
filters that fire on Modify from the CTM:People Permission Group form -
may be in the range of the CTM:PPG:UpdateGroupList filters.  See if you
can modify or figure out how to make those fire correctly to reset
values in the User form when you perform your update.
:)


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Aye, I can use an escalation to modify the CTM:People Permission Group
entries, but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can
look for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset
User and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset
admin licenses they were previously assigned, and replace those with
Asset Viewers instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

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be unlawful. If you are not the addressee, please promptly delete this
message and notify the sender of the delivery error by e-mail or you may
call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1)
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Re: Import into HPD:HelpDesk ARS 6.3 (U)

[Decou, Candace M]

Jamie - 
Rick and David and everyone are right, but if you have already imported
the data and you do see it in the HelpDesk form, try performing a modify
on one of the tickets and see if it pushes the values to the underlying
SHR:ConsolidateList form.  If so it might be easier for you to just do
some simple modify all to get the records already in place pushed over
to the SHR:ConsolidatedList form which will then display in the console
table view.  I forget now on V6.x whether the modify will do the push,
but might be worth a try.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U)

I suppose it would have helped to attach what I'm mapping currently.

Thanks in advance,

Jamie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Tuesday, May 13, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U)

UNCLASSIFIED

Does you import set the SCHEMA fields?

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x248

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Import into HPD:HelpDesk ARS 6.3


** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

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Information. This information is intended only for the use of the
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of this information is prohibited from disclosing this information to
any other party unless required to do so by law or regulation and is
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Re: Asset Admin license removals

[Decou, Candace M]

Dave - not sure if this is correct in your version, but in 7.1.0 you can
look for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset
User and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset
admin licenses they were previously assigned, and replace those with
Asset Viewers instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
CONFIDENTIALITY NOTICE This message and any included attachments are
from Cerner Corporation and are intended only for the addressee. The
information contained in this message is confidential and may constitute
inside or non-public information under international, federal, or state
securities laws. Unauthorized forwarding, printing, copying,
distribution, or use of such information is strictly prohibited and may
be unlawful. If you are not the addressee, please promptly delete this
message and notify the sender of the delivery error by e-mail or you may
call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1)
(816)221-1024.


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Re: Self-Service for Business Users

[Decou, Candace M]

Well not sure if it will help, but in a similar position using the same
version and relative patch levels as you have, we did implement
self-service for a mid-size company.  We did indeed allow end users to
select their own Urgency, but here is what we did differently.  We built
custom notifications which fired only after the service desk had acted
on the ticket and after they had specifically set the Impact.  We had a
matrix built (all customized) that specified exactly what Priority would
be set based on the selection of Urgency (from the requester) and Impact
(from the Service Desk) and this was sent out to them in a notification
with the specific Priority that had been set for their ticket based on
the selection of these two attributes.  So for example"Ticket
12345 has been received and set to a Priority of 3..".  This was
followed in text by the specific SLA's that this company had, for
example:  Priority Ugent - 2 to 4 hours; Priority Medium - 6 to 8 hours,
etc..

In addition, we did two things before we rolled this out.  First, we
held classes for all IT personnel that covered the basics of the ITIL
framework and where we were headed in relation to the roll-out of
self-service (modified requester console).  The second thing we did was
send out a company-wide email regarding the roll-out of self-service and
including the specifics around how tickets would be 'Prioritized' and
how to access the system and who to call for help.
This worked extremely well with the exception of a few people who
obviously didn't read the announcement(s) or attend the classes.
However, this did require a huge effort and pointed direction from
management throughout the organization, so if you don't have that kind
of backing I can't guarantee the results. 

The worst thing that happened was a few people, having submitted their
own tickets and received the notifications, were a bit confused that the
Priority that was set didn't seem to jive with the Urgency they thought
they had set.  A few explanations from the Service Desk team helped set
them straight. 

So bottom line was this:  Requesters could set Urgency - Service Desk
personnel set the Impact - The custom-built matrix auto-set the Priority
and it was the Priority with it's associated SLA's that was emailed as
the notification to the original requester.
Hope this helps.
:)  


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hale, Greg
Sent: Monday, March 24, 2008 3:54 AM
To: arslist@ARSLIST.ORG
Subject: Self-Service for Business Users

Looking for real world experience/lessons learned for leveraging Self
Service in a medium to large organization.  We are most interested in
the process for Incident and Request submission by Business Users.  For
example, are most allowing the business to drive the Urgency and Support

drive the Impact, or does the business have no input on Urgency and
Support drives Impact, neither the business user/support sets
Urgency/Impact, etc. 

We are currently struggling with this as there are concerns that
allowing the business to drive the urgency will result in nothing but
Urgent tickets/requests.  How are others working through this issue?  We
are trying to follow the ITIL Framework of letting the Urgency and
Impact drive the Priority, but there seems to be some true resistance to
this.

Any experience, insight, or thoughts would be greatly appreciated.

Thanks,

Greg

ARS 6.3 Patch 20
Mid-Tier 6.3 Patch 23
HelpDesk v6
SLA v6
Solaris 10
Oracle 10gR2


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Re: Mid-Tier/IIS memory consumption

[Decou, Candace M]

Jim - you didn't specify your version, but yes - I had that issue big
time on a 6.3 Mid-Tier with patches up to 21 (I think that was where we
were).  I worked for months with Remedy Tech Support and about the best
we could do was up the max heap and do a forced reboot every week when
no one was looking (fortunately we had that as an option).  When and if
we just let it run, it would get very high on the memory and finally
just fail.  The scheduled reboot DID help but I can't tell you that we
ever found a really solid answer to the issue.  This was on 6.3 Patch 21
using IIS with Servelet Exec 5.0 AS.  I want to say that the problem
seemed to be introduced somewhere around Patch 19, but wouldn't swear to
it.  Soon after I left that gig for my current job, so sorry I can't
tell you much more, and sorry if I don't remember the specifics.
:) 


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nowak, James
Sent: Wednesday, March 19, 2008 1:35 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier/IIS memory consumption

Our on our mid-tier, IIS continues to grow in memory until the system
becomes un-usable.  Anyone experience this same problem, does IIS have a
memory leak that anyone is aware off?  I have my Intel guys looking into
IIS patches, but thought I would pass it out to the list

Thanks,
Jim Nowak
Infrastructure Tools
OfficeMax Inc.
630-438-7365 w
630-414-0193 c
 


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Re: Question: Approval by Mistake - Change ITSM 7.0

[Decou, Candace M]

Yes you can - from the Approval table, double click on the entry shown
in the table.  This opens the Change Signature form.  You can select to
change the Status for that Approval signature to Error or Cancelled.
This will remove the approver from the table.
Hope this helps  


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 19, 2008 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Question: Approval by Mistake - Change ITSM 7.0

One of my users asked me a question - "What happens if I add an Approver
"John Smith" and I accidently select the wrong person, can I remove this
Approver".

This is a good question - is this possible?

Thanks!!!


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Re: Interview questions

[Decou, Candace M]

Well that is refreshing William - thank you for sharing that.  I am once
again hopeful for someone like myself who doesn't spend 24/7 doting on
ARS complexities.
Thanks! 
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Thursday, February 21, 2008 1:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions


** 
For what it's worth
 
My favorite interview question "What do you do in your free time?".  I
then look for them to be passionate about SOMETHING else in their life.
I like people who are well rounded and have other interests.  I don't
even care if I find their particular pass time to be extremely
dangerous/stupid/boring/etc - it's none of my business.
 
What I do NOT want to hear is an answer that gives me the impression the
person does not get out and live life.
 
The only other immediate red flag for me (other than the obvious
racist/sexist/etc) is someone who has a negative attitude.  That stuff
is like cancer and can not be allowed around a professional setting.
We've all had days that go so poorly where we'd rather be back in bed by
9am - that's not unique.  What is unique is how you deal with it. 
 
One of my employees told me I was "mean" when I interviewed her because
I didn't ask her any of the questions she had prepared for :)
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Thursday, February 21, 2008 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions


** 
At best it overcomplicates your qualification: 
'TR.Field' != 'DB.Field' AND 'TR.Field' != $NULL$ 
vs. 
'Field' != 'DB.Field' 

At worst it will lead to incorrect results.  The 'TR.Field' notation
could have a value even if the field hasn't changed (via a push field).
And while you can build a qualification to take care of this, it gets
really hairy quickly, and isn't necessary. 

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard
Bach 



"John Atherly" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

02/21/2008 11:18 AM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Re: Interview questions 






** 
Ok I'll take the bite. Why never? 


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120 


Thad K Esser <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

02/21/2008 01:30 PM 

Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG 
cc
Subject
Re: Interview questions 








** 
How about: 
   "What qualification would you use to detect if the value of a
field has changed?" 

Or: 
   "When is it appropriate to use a TR value in a qualification"? 
(Hint: NEVER) 

:-) 

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard
Bach 

"Frank Caruso" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

02/19/2008 06:32 PM 

Please respond to
arslist@ARSLIST.ORG




To
arslist@ARSLIST.ORG 
cc
Subject
Re: Interview questions 











I always though questions pertaining to the three phases that filters
were processed in was a good question to ask.
Even if the interviewee did not know the answer  - exactly - it would
get them talking about push, set,notifications and messaging.


On Feb 19, 2008 6:31 PM, Doug Blair <[EMAIL PROTECTED]> wrote:
> Best interview question:
>
> What animal is on the cover of the O'Reilly X-Window System books?
>
> Only someone who has actually looked will know that this series has
solid
> color covers and no animals.
>
> What you're really looking for is some indication that the interviewee
is
> familiar with O'Reilly, and maybe (with luck) has one or two of them
in a
> storage locker somewhere, and has been around computing long enough to
> understand X. If they've mastered that, they understand operating
systems,
> and you can infer much from the conversation about which O'Reilly and
> Nutshell books are on their shelf. You can then have some fun talking
about
> the animals and pets  before resuming the interview  :-)
>
> Doug
>
>
>
> .. Original Message ...
> On Tue, 19 Feb 2008 13:12:48 -0500 "Kemes, Lisa"
> <[EMAIL PROTECTED]> wrote:
> >**
> >  I thought I was the only one!
> >
> >Lisa
> >
> >---
> >From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton
> >Sent: Tuesday, February 19, 2008 10:11 AM
> >To: a

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

hawn" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 12:16:09 PM
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Carey,

I think that ideally, smaller businesses that want to use ARS
(which BMC
doesn't market aggressively enough) should pursue other options.
There
are vendors, some that post on here, that provide other ITSM
suites that
are cheaper, simpler, and are probably just as good if not
better than
the BMC applications.

What you will probably see in the future is that Microsoft will
eat
BMC's lunch on small to mid-sized businesses within the next
five years.
We have people in my company that want to get rid of Remedy and
go to an
all-Microsoft solution (fortunately, those people don't have
that much
sway.)  In the end though, you'll see ARS functionality replaced
by
Infopath and .NET for more complex development.  You'll see
their
service management application tied in as part of Sharepoint but
already
integrated with MOM as the discovery suite for the CMDB and the
alert
system for changes and incidents.  Microsoft is pursuing the
market from
the opposite side of what BMC is doing, but they'll eventually
get the
business you're talking about.

If BMC started pushing ARS as one of their primary products, I
think
they would find a lot more clients.  I can build something in
ARS in one
hour that would take at least a week for a .NET developer.  BMC
needs to
advertise the fact that they have a development tool to build
web
enabled database-backed applications that can be cranked out
much faster
than .NET or Java.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :)
Just
kidding.


I think the point is that the BMC OOB applications are not
targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to
want
to "move away" from what they already have/know to something
that is
(even in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they
left
"when their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not
satisfy, then we have no other choice but to look for something
that
will satisfy. With ARS we can either buy an application from
another
company or build it yourself. (At least there are options.)  I
wonder
if there are any other companies out there that could sell you a
"Magic based" application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest
that
ARS customers turn to other vendors that are filling the need
for
them.  Maybe it will still be ARS based, maybe not. But that is
the
"risk" that BMC takes when they provide no other options to
their
customers. (Switching from ARS to Magic or ARS to Oracle
Applications
may require the same amount of effort. The customer should
consider
all options.) I am sure BMC is aware of this condition.
Obviously some
existing (affected) customers will not like the options they
have been
given. [ Pay more(ITSM v7), or do more work(switch platforms)
and get
less]


In short.. I think BMC is targeting "new" customers and mostly
"BIG"
customers at that. So the existing and/or smaller customers "get
the
leftovers" and may decide that what BMC has to offer is no
longer
"good enough" for them.


Customer:
  Vote with your money.
  They will listen, or they will fade away into the distance
with
their head in the sand as you move your business to greener
pastures.

--
    Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Acc

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

No, there is nothing keeping me from an ARS upgrade to 7.x - they wanted
to upgrade the Help Desk app also and I ran into problems trying to get
the CMDB to install.  Now that I've gained more experience through the
6.x and 7.x ITSM apps I just don't think that it will fit their needs.
But I like the idea of simply upgrading the ARS and leave them be for
the rest of it.  As for support, well yes, they would fall off of it for
the HPD part, but that's why they have me, right?
Thanks!
:)  


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 10:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I understand that you aren't supported for the app if you don't upgrade
it. I just wasn't sure if there was something keeping Candace from
moving their existing HPD solution onto the ARS 7.x platform besides app
support. I didn't know if there was a core change in the ARS system that
wouldn't allow the older ITSM to work on the ARS 7.x platform.

- 

Dylan Wheeler
Production Control Analyst Principal
IT Operations
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, February 14, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
support matrix for that app.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

Dylan Wheeler
Production Control Analyst Principal
IT Operations
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"mov

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

Yes, Timothy is correct.  We could continue to be supported at the ARS
level but we're getting way behind at the app level. The client would
like to upgrade but it has now become more of a nightmare than anything.
So I am familiar with Buoyant Solutions [EMAIL PROTECTED] stuff - what else is
out there as a 3rd party Help Desk app that I might want to review? 


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, February 14, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
support matrix for that app.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

Dylan Wheeler
Production Control Analyst Principal
IT Operations
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the need for them.
Maybe it will still be ARS based, maybe not. But that is the "risk" that
BMC 

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the need for them.
Maybe it will still be ARS based, maybe not. But that is the "risk" that
BMC takes when they provide no other options to their customers.
(Switching from ARS to Magic or ARS to Oracle Applications may require
the same amount of effort. The customer should consider all options.) I
am sure BMC is aware of this condition. Obviously some existing
(affected) customers will not like the options they have been given. [
Pay more(ITSM v7), or do more work(switch platforms) and get less]


In short.. I think BMC is targeting "new" customers and mostly "BIG"
customers at that. So the existing and/or smaller customers "get the
leftovers" and may decide that what BMC has to offer is no longer "good
enough" for them.


Customer:
   Vote with your money.
   They will listen, or they will fade away into the distance with their
head in the sand as you move your business to greener pastures.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:
> **
>
> And if it is Magic based and not ARS based, does that mean an entirely

> new implementation for my small size client who needs to upgrade from 
> Help Desk 5.6?  In other words, no upgrade path from where we are to 
> where we need to go?  What will happen to the other 8 or 9 custom 
> applications currently co-residing with the Help Desk app on the same
AR server?
> I agree with Daniel - we want and need a Remedy based trimmed down 
> version of Help Desk.  Call it lite or low-caloric...I don't care.  I 
> just know some of us need it badly.
> Help!!  Please - and thanks for listening.
> :)
>
>
>
> Candace DeCou
>
> DOI Remedy Systems Analyst
> Verizon Business
> Office:  (408) 371-1112
>
> Email: [EMAI

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

And if it is Magic based and not ARS based, does that mean an entirely
new implementation for my small size client who needs to upgrade from
Help Desk 5.6?  In other words, no upgrade path from where we are to
where we need to go?  What will happen to the other 8 or 9 custom
applications currently co-residing with the Help Desk app on the same AR
server?
I agree with Daniel - we want and need a Remedy based trimmed down
version of Help Desk.  Call it lite or low-caloric...I don't care.  I
just know some of us need it badly.
Help!!  Please - and thanks for listening.
:)
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of arslist
Sent: Wednesday, February 13, 2008 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
David,
 
Wasn't Service Desk Express formerly know as that 
lesser product (not that you can call it that) known as Magic?
 
I notice that the glossy for it has the famous spider diagram
with CMDB in the middle, but since I am part of the Atrium/CMDB world,
I am not familiar with what Magic uses at this point?
 
Personally, I think the market would be better served with a Remedy
based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic,
but that is my personal opinion :-)
 
... Daniel
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: February 13, 2008 7:08 PM
To: arslist@ARSLIST.ORG
Subject: HelpDesk Lite (was: Company Dropping Remedy)


** 
> Why not develop and support two application lines? ITSM 7.x for the
deep pocket companies that might really need it and can afford it and a 
> "Helpdesk Lite" if you will, for the smaller and "mature" companies
that just need a solid app that's fully customizable and affordable?
 
FYI, this is what the ITSM Express (ITSMe) suite is intended to provide:
 
http://www.bmc.com/products/documents/32/18/83218/83218.pdf
BMC ITSM Express combines industry-leading products, designed to meet
the needs of the midsized business, into a modular IT service management
solution that provides:

*   
Incident and problem management

*   
Asset management and discovery

*   
Change and configuration management

*   
Performance and availability management

*   
Web access and identity management

-David J. Easter
Sr. Product Manager, Service Management Business Unit
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:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, February 07, 2008 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy


** 

I wasn't necessarily stating that BMC/Remedy focus on small- and
mid-sized customers to be its primary customer base. Rather, my point
was, why turn your back on that market all together? A company shouldn't
put all of its eggs in any basket, be it the small/mid or enterprise
basket. And they shouldn't focus on a single solution for everybody's
needs.

 

One reason for BMC to continue supporting/developing smaller, more
customizable apps than the current 7.x ITSM Suite? As many posters have
stated, not everybody is ready for, nor wants a fully ITIL compliant
package like 7.x just for sake of being "ITIL compliant". Many customers
have very solid business processes that their current <7.x application
supports. Many of those same customers have realized the benefit of the
awesome development package that ARS is and have built custom apps that
they have integrated into the <7.x apps. They just need upgrades to the
simpler (and customizable) applications they already have.

 

Another reason to go back into that market is that not every company can
afford the cost of a 7.x BMC application, but they have the need for
something. One poster mentioned the old Rapid Results program. For $30k,
the customer got 10 days of consulting services, a fully installed and
configured Helpdesk product complete with Asset and Change Lite and a
total of 8 fixed licenses. Once it was done, the company doesn't really
need a developer on staff to do customizations, they just need an
Application Administrator to manage the data. Quick, simple and
affordable, both in initial

Re: Changing System Default Notification method-Related Question

[Decou, Candace M]

Has anyone attempted to update the NTE:CFG-Notification Events to use
Notifiction Event Type of 'User' instead of 'System Default'to make it
easier to manage Individual's preferences with respect to disabling
specific notifications?  If so, did you encounter any unforeseen issues
doing that?
:)  


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, February 11, 2008 7:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing System Default Notification method

It appears to have worked on our systems - our test tickets are now
happily spamming everyone in sight instead of burying their
notifications in the Alert table.  The helpdesk supervisor is busy
testing everything having to do with notifications, and changing all of
the System Default records in that form got him the results he wanted.
He is still trying to understand the paging module and on-call groups.

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 Timothy Powell
> Sent: Monday, February 11, 2008 8:58 AM
> To: arslist@ARSLIST.ORG
> Subject: Changing System Default Notification method
> 
> Has anybody tried changing the Remedy Notification Method in the 
> NTE:CFG-Notification Events form from Alert to Email?
> Does that actually work and change all the defaults for all users to 
> email?
> 
> I know that I can do it on an individual basis by configuring a user 
> based notification rule to use email, but since the company uses email

> for everything, and we have over 6000 users, doing it all manually for

> each user is unreasonable.
> 
> ARS 7.1 Patch 1
> ITSM 7.0.2 Patch 6
> Windows Server 2003
> SQL Server 2005
> 
> Thanks in advance,
> Tim Powell
> 
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> ___
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> 


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Re: Company Dropping Remedy

[Decou, Candace M]

I vote for that!  It would solve my dilemma for darn sure.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, February 07, 2008 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

Agreed, it's a framework. 

As you previously stated, you have many of your "internal business
procedures bound to the 5.6 applications and the customizations that
have been introduced over the lifetime of the product.  We've extended
the applications exhaustively in certain areas, and we can't simply
disband those processes and the functions on which different departments
that have come to rely".

But you're off the support matrix and if you don't upgrade, you can't
get official support for any issues you might have. You continue to pay
maintenance on a product that BMC won't help you maintain.

Forcing you to upgrade to something that you don't want and/or can't use
without major disruption and a complete overhaul of your established
business processes in order to stay in the support matrix is bad
business (IMHO). What happens? 
1) Like the original poster, the company determines that the upgrade is
just as painful as going to a completely new product. So they
re-evaluate and decide to dump Remedy for a competitor.
2) They decide to stay with what they have and live with an unsupported
application.
3) They endure the pain and upgrade anyway, complaining the entire time.

I think that the ITSM Suite 7.x is great for those companies that WANT
to make the jump from the 5.6 line and are willing to endure the pain
points you describe. It is also good form those companies that are
looking for a new application with a defined ITIL framework already
constructed for them.
I have a customer on the west coast in just that position. They are an
big company, but they've been doing support in 3 separate business units
using 3 separate homegrown apps. They want to merge their support units
and unite under a single application that had an ITIL framework. ITSM
7.x is great for them and they are happy to change in order to use it.

But for those companies that have gone the path of your company and do
not want to (or cannot) endure the pain should have an option too. 5.6
was the last of the "legacy" helpdesk lines before it shifted towards
what it is today. All BMC needs to do is re-work the 5.6 Suite (full
Helpdesk, Change Asset and SLA) WORKFLOW using the ARS 7.1 platform,
thus bringing it up to speed on a supported version. Since it's the full
version, I think it's ok for them to continue to require app licenses.
Call it "helpdesk something", give it a 7.1 rev and now you're back on
the support matrix and your upgrade pain points are greatly reduced. 

Additionally, they could make a scaled down version of it, like the 5.6
Helpdesk w/Change Tasking and Asset Tracking (I keep calling it Lite)
and let it run on plain ARS Fixed/Floating licenses. That becomes a good
product for those smaller companies that don't need or can't afford the
new ITSM Suite but still have a need for a solid product that is highly
scalable and adaptable.

Everybody is covered now. Is it really much more complicated than that
or am I missing the big picture?

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, February 07, 2008 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

On the ITIL compliant app bit, ITIL is a framework.  We chose to
implement various aspects of ITIL that are not addressed in the ITSM 7
apps, we also chose to address certain pieces of the framework
differently via customizations to the 5.6 apps, which do not mesh so
well with the implementation path chosen for the ITSM 7 apps.  These are
the pain points for our upgrade path.

Axton Grams

On Feb 7, 2008 10:28 AM, Timothy Powell
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> I wasn't necessarily stating that BMC/Remedy focus on small- and 
> mid-sized customers to be its primary customer base. Rather, my point 
> was, why turn your back on that market all together? A company 
> shouldn't put all of its eggs in any basket, be it the small/mid or 
> enterprise basket. And they shouldn't focus on a single solution for
everybody's needs.
>
>
>
> One reason for BMC to continue supporting/developing smaller, more 
> customizable apps than the current 7.x ITSM Suite? As many posters 
> have stated, not everybody is ready for, nor wants a fully ITIL 
> compliant
package
> like 7.x just for sake of being "ITIL compliant". Many customers have 
> very solid business processes that their current <7.x 

Re: Company Dropping Remedy

[Decou, Candace M]

Axton - I absolutely agree with you 100%!  I have a separate client that
I support with some 8 different custom apps, built way back on about the
2.x version.  This client installed Help Desk 5.6 and it runs flawlessly
on the same server as the custom apps (no integrations between the HPD
and the custom apps).  Now the problem I am having is that I can't even
seem to upgrade this client to a 6.x version of Help Desk because the
CMDB will not install.  I can probably keep upgrading them at the ARS
level with little or NO impact to the custom applications, but of
course, the issue is what do we do with the 5.6 Help Desk that we cannot
seem to upgrade. Now that I've got my hands a bit dirty on the 7.x
stuff, I am tempted to recommend that they rebuild a Help Desk type
solution from scratch and not even bother with the OOB stuff - they
don't need that much and some of the functionality they have in the 5.6
HPD will be lost if we keep trying to upgrade them at the app level
(like the simplified hook into the Asset form without the necessity of
loading the entire AM app).  
I have also done some rather significant customizations for them on the
HPD side, so those would need to be rebuilt or rethought.  None of this
is a concern with their custom apps.
So for now I can't recommend that they move forward and they are
starting to become concerned about loosing the ability to be supported.
What a dilemma.
:)


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, February 06, 2008 4:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

The problem we have with upgrading is that we have so many of our
internal business procedures bound to the 5.6 applications and the
customizations that have been introduced over the lifetime of the
product.  We've extended the applications exhaustively in certain areas,
and we can't simply disband those processes and the functions on which
different departments that have come to rely.  To upgrade change, asset,
and help desk is too much for one bite.  I'm afraid we may be stuck with
the 5.6 apps; the cost comparison, in terms of business disruption and
licensing, of writing our own apps and disbanding the packaged apps is
looking to be far less than performing a cliff upgrade, with another
cliff upgrade in sight.  To perform cliff upgrades (a.k.a., comparable
to a replacement) disrupts our mission in several key ways:
- we can no longer extend or adapt our apps to meet the business needs
(a freeze is in order to move customizations to the new version)
- the turnaround, considering the level of involvement from department
heads, process owners, data owners, data warehousing, reporting, remedy
development, integrations, ... is too long, and the end result is a
frustrated user pool because the apps don't do what they used to do

One of the things I've been pondering is the competitive advantage
attained by having in-house applications.  The business knows how to
make money and do things to the level they need to (in terms if IT).
To put a cookie-cutter application in place that drives cookie-cutter
processes dilutes the value of the business.  It adds unnecessary
overhead (new processes we never needed and still don't), creates a
diversion from what's important (how we run our business, what we know
needs to be done), and generally is a waste of time and money and source
of frustration.  To use the new version of the applications is to
completely abandon what makes ARS unique and successful.

My final thought on this is that it's time to find some brains to
develop a method by which the benefits of a purchased application and
the benefits of customization can be merged into a product line that
doesn't commit suicide every time a new release of the applications
comes to fruition.

Axton Grams

On Feb 6, 2008 5:34 PM, Steve Burke <[EMAIL PROTECTED]> wrote:
> ITSM 7 is just too darned complex for what you get out of it...".
>
> we have been running it now for nearly 8 months and still sorting out 
> issues with incident, havent even touched the other modules thus the 
> reason we are cutting our losses here. Sadly the local support in 
> Australia is not through BMC but a partner and they do not even know 
> the ITSM products well and focus on development
>
>
> On 2/7/08, Jason Miller <[EMAIL PROTECTED]> wrote:
> > ** I have been wondering about the custom market myself.  The list 
> > has largely turned into an ITSM7 list.  The percentage of posting 
> > trying to figure out how to do xyz in ITSM7 are through the roof.  I

> > am not complaining, that is exactly what the list is for, but 
> > persona

Re: Change Approver Notification

[Decou, Candace M]

Peter Lammey previously replied to this thread also as follows:

"From my understanding, if you add an approver add-hoc to a request you
must add the requester at the Draft Status and the approver is added as
a person who must sign for the approval as part of the "Review" phase
which is actually when the Change is in the "Request for Authorization"
status."

So if I understand him correctly it would depend on the process flow of
the change as to whether the person would be notified or not.  I think I
need to get in under the hood a bit more to understand how this is
really working.  I can tell you that many of our users are now starting
to complain about being overwhelmed with notifications and I think it's
a shame that you cannot easily modify any of the System defined
notifications.  I've got people saying that only want notification 1 or
2, but not 3 through 5 - that sort of thing.  So I will be putting this
through some testing on my own and will try to keep you posted on what I
find.
:) 


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of versicle
Sent: Tuesday, February 05, 2008 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Change Approver Notification

All,


I have a simple question...When a user is added to the Approver tab in a
Change Request should they receive a notification informing them that
they have a Change that is pending approval? If so, this should happen
no matter what phase of the change the approver is added correct? Is
there some configuration form to set the notifications to approvers?


Mike
--
View this message in context:
http://www.nabble.com/Change-Approver-Notification-tp15294584p15294584.h
tml
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Change Approver Notification

[Decou, Candace M]

Thanks Peter - I did not know that.
Appreciate the heads up. 


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Tuesday, February 05, 2008 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Approver Notification

>From my understanding, if you add an approver add-hoc to a request you
must add the requester at the Draft Status and the approver is added as
a person who must sign for the approval as part of the "Review" phase
which is actually when the Change is in the "Request for Authorization"
status.



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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of versicle
Sent: Tuesday, February 05, 2008 12:36 PM
To: arslist@ARSLIST.ORG
Subject: Change Approver Notification

All,


I have a simple question...When a user is added to the Approver tab in a
Change Request should they receive a notification informing them that
they have a Change that is pending approval? If so, this should happen
no matter what phase of the change the approver is added correct? Is
there some configuration form to set the notifications to approvers?


Mike
--
View this message in context:
http://www.nabble.com/Change-Approver-Notification-tp15294584p15294584.h
tml
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Change Approver Notification

[Decou, Candace M]

Hey Mike - not sure which version you are on, but in 7.x Change the
notifications OOB are included on the CTM:People form in the
notification tab.  So the only reason someone might NOT get notified is
if someone has updated the notifications to preclude that for someone,
OR if that person is set to something other than email as the
notification method (like None), OR if you might be on a patch level
that is broken.  To my knowledge, the notification should go to the
approver regardless of process flow, but I've been known to be wrong
before.
I would recommend you check the notification tab for the person in
question first.  You might find the problem right there.
:) 


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of versicle
Sent: Tuesday, February 05, 2008 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Change Approver Notification

All,


I have a simple question...When a user is added to the Approver tab in a
Change Request should they receive a notification informing them that
they have a Change that is pending approval? If so, this should happen
no matter what phase of the change the approver is added correct? Is
there some configuration form to set the notifications to approvers?


Mike
--
View this message in context:
http://www.nabble.com/Change-Approver-Notification-tp15294584p15294584.h
tml
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Adding ITSM modules on top of an existing AR System Application

[Decou, Candace M]

Sure you can Michael.  But the more pertinent question is this - do they
want the existing application (assuming it is custom built) to somehow
bolt into the ITSM suite, or do they intend to keep it totally separate.
I support one company for example that has about 8 custom built apps,
going way back to about Version 2.x I think and we just slapped Help
Desk on top and everything works just fine.  Coming up to newer
versions, I've got another client I support that has managed to build 2
custom applications and put the entire ITSM 7.x suite on top of it.  The
only 'hook' on that one is that the CTM:People form is being used to
manage the set up of people in the system.
I would recommend that you talk to your Remedy sales rep who can likely
line you up with some demonstrations that might be helpful, but the
answer is yes - this is doable.  Having said that - IF the intention is
to somehow either replace the existing apps with any module of ITSM then
that's probably doable also, BUT if the intention is to load ITSM
modules and make them work with the existing custom apps, then you might
be defeating the purpose of the ITSM suite of apps since you want to go
as out-of-box as possible with those applications on pain of dire
consequences if and when you ever want to upgrade.
Hope this helps.
:)  
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Tuesday, February 05, 2008 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Adding ITSM modules on top of an existing AR System Application


** 

Listers,

I know zero about ITSM, but I was asked this question by my
PM and I have no idea how to answer.  Is it possible to add the Asset
Management, or Change Management, etc. on top of an existing AR System
application, and if so, what else needs to be in place to make it
function? (CMDB? Licenses? Etc.)

 

Thanks much,

 

Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

DSN: 596-6478 / Comm: 334-416-6478

 

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Re: ARERR (314) with Change Management and FTS

[Decou, Candace M]

Super George - my pleasure to help.  BTW, if you DO figure it out please
let me know in case I run into it again.  I just had too much wrong with
the Patch 5 and needed to move past most of the issues, especially those
impacting CM which at this point is the only app we are running from the
ITSM suite.  
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Monday, February 04, 2008 1:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR (314) with Change Management and FTS


** 

Awesome...thanks for the direction.  I'll check it out.

 

FWIW, I've run Active Link, Filter, API, Database, and Macro logs
looking for an inappropriate SET FIELDS statement.

 

I even put "trap" messages in some of the Active Links to see if I could
get a little closer to when the ARERR 314 error actually happened.
Whatever is causing the error is happening after the last Active Link
fires.

 

Again, thanks for the direction,

Gp

 

George Payne

Corporate Applications Developer

Electric Reliability Council of Texas

(512) 248-3940

[EMAIL PROTECTED]



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Monday, February 04, 2008 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR (314) with Change Management and FTS

 

George - Never mind - I cannot duplicate it now that we went up to Patch
6 (I thought I had seen it but we just upgraded last week).  My guess
now is that it was an issue with Patch 5.  You might want to read
through the Patch 6 Read Me to see if it is specifically addressed.
There were a number of things that were not right with Patch 5 and CM.

:)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Friday, February 01, 2008 4:16 PM
To: arslist@ARSLIST.ORG
Subject: ARERR (314) with Change Management and FTS

** 

Hey everyone...

 

ARS 7.0.01 P05

ITSM 7.0.01 P05

Server and Database are on AIX 5.3

Database is Oracle 10g

 

We added FTS licenses and installed the Hummingbird application on our
DEV server last night.

 

Everything seemed to be going along just fine; we were able to perform
case-insensitive searches on fields that were deemed to be important
(First Name and Last Name on CTM:People) and then, this afternoon, we
started getting a ton of ARERR 314 errors when users were testing Change
Management.  When displaying the results of a search for a Change
Request, the system fired a pop up window on the User Tool with the
following error message:

 

ARERR [314] Field does not exist on current form

 

An interesting note was that our ADMINs were not getting this error, so
I thought it might be a permission thing, but it seems to be more than
that.

 

A user in the ADMIN Group but using a Floating ARS License gets the
error.

A user NOT in the ADMIN Group and using a Fixed ARS License gets the
error.

Non-Admin users with Floating ARS Licenses get the error.


The only folks that don't get the error are Admin with Fixed ARS
Licenses.

 

When I disable FTS on the server, the error goes away.

 

Has anyone else run into such shenanigans?  I've looked for the FTS
field (178) on the CHG:Infrastructure Change form and I don't find it
there...maybe I need to add it!?

 

Any help you can offer will be appreciated.


Thanks,
Gp

 

George Payne

Corporate Applications Developer

Electric Reliability Council of Texas

(512) 248-3940

[EMAIL PROTECTED]

 

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Re: ServletExec Max Concurrent Requests Exceeded

[Decou, Candace M]

Yes, it sounds like for some strange reason you lost the ServletExec
license.  It may have inadvertently been stripped at some point by
accident and the reboot caused the server to re-read the config file.
If it happens again go into ServletExec admin tool and check to make
sure it is licensed.  The problem now is that it is fixed by the reboot
so you'll have to probably wait for this to happen again.
:) 
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Monday, February 04, 2008 1:07 PM
To: arslist@ARSLIST.ORG
Subject: ServletExec Max Concurrent Requests Exceeded


** 

All users receiving this error from mid tier server:

 


ServletExec Max Concurrent Requests Exceeded


When not registered, ServletExec supports a maximum of 3 concurrent
requests.

 

 

Nothing has changed on that server for a long time, except flushing the
cache periodically.  I rebooted the mid-tier server and everything
appears fine now.  Any idea as to how this may have occurred?

 

ARS server

ARS 6.3 p22

SQL Server 2000

Windows Server 2003

 

Mid Tier server

Mid Tier 6.3 p22

Windows Server 2003

IIS 6

New Atlanta ServletExec  5.0 (from the ARS 6.3 mid-tier installation
program)

 

Thanks.

 

Stephen 

Remedy Skilled Professional



 

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Re: ARERR (314) with Change Management and FTS

[Decou, Candace M]

George - Never mind - I cannot duplicate it now that we went up to Patch
6 (I thought I had seen it but we just upgraded last week).  My guess
now is that it was an issue with Patch 5.  You might want to read
through the Patch 6 Read Me to see if it is specifically addressed.
There were a number of things that were not right with Patch 5 and CM.
:)
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Friday, February 01, 2008 4:16 PM
To: arslist@ARSLIST.ORG
Subject: ARERR (314) with Change Management and FTS


** 

Hey everyone...

 

ARS 7.0.01 P05

ITSM 7.0.01 P05

Server and Database are on AIX 5.3

Database is Oracle 10g

 

We added FTS licenses and installed the Hummingbird application on our
DEV server last night.

 

Everything seemed to be going along just fine; we were able to perform
case-insensitive searches on fields that were deemed to be important
(First Name and Last Name on CTM:People) and then, this afternoon, we
started getting a ton of ARERR 314 errors when users were testing Change
Management.  When displaying the results of a search for a Change
Request, the system fired a pop up window on the User Tool with the
following error message:

 

ARERR [314] Field does not exist on current form

 

An interesting note was that our ADMINs were not getting this error, so
I thought it might be a permission thing, but it seems to be more than
that.

 

A user in the ADMIN Group but using a Floating ARS License gets the
error.

A user NOT in the ADMIN Group and using a Fixed ARS License gets the
error.

Non-Admin users with Floating ARS Licenses get the error.


The only folks that don't get the error are Admin with Fixed ARS
Licenses.

 

When I disable FTS on the server, the error goes away.

 

Has anyone else run into such shenanigans?  I've looked for the FTS
field (178) on the CHG:Infrastructure Change form and I don't find it
there...maybe I need to add it!?

 

Any help you can offer will be appreciated.


Thanks,
Gp

 

George Payne

Corporate Applications Developer

Electric Reliability Council of Texas

(512) 248-3940

[EMAIL PROTECTED]

 

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Re: ARERR (314) with Change Management and FTS

[Decou, Candace M]

George - I got the same error when attempting to take people out of
support groups in CM 7.1.0 Patch 5 and also Patch 6.  I didn't have the
bandwidth to chase it down but I made an assumption the error came from
a push or set somewhere.  I just disabled the people for the support
group I wanted to remove, but that was my lazy response at the time.  My
guess is this is related.  Somewhere in CM there is a field that is
being referenced that is either not on the Change form or perhaps not on
one of the zillion joins or underlying forms.  Now I am going to go out
and try to figure out what is causing my error and if I find it, maybe I
can help you also.
:)
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Friday, February 01, 2008 4:16 PM
To: arslist@ARSLIST.ORG
Subject: ARERR (314) with Change Management and FTS


** 

Hey everyone...

 

ARS 7.0.01 P05

ITSM 7.0.01 P05

Server and Database are on AIX 5.3

Database is Oracle 10g

 

We added FTS licenses and installed the Hummingbird application on our
DEV server last night.

 

Everything seemed to be going along just fine; we were able to perform
case-insensitive searches on fields that were deemed to be important
(First Name and Last Name on CTM:People) and then, this afternoon, we
started getting a ton of ARERR 314 errors when users were testing Change
Management.  When displaying the results of a search for a Change
Request, the system fired a pop up window on the User Tool with the
following error message:

 

ARERR [314] Field does not exist on current form

 

An interesting note was that our ADMINs were not getting this error, so
I thought it might be a permission thing, but it seems to be more than
that.

 

A user in the ADMIN Group but using a Floating ARS License gets the
error.

A user NOT in the ADMIN Group and using a Fixed ARS License gets the
error.

Non-Admin users with Floating ARS Licenses get the error.


The only folks that don't get the error are Admin with Fixed ARS
Licenses.

 

When I disable FTS on the server, the error goes away.

 

Has anyone else run into such shenanigans?  I've looked for the FTS
field (178) on the CHG:Infrastructure Change form and I don't find it
there...maybe I need to add it!?

 

Any help you can offer will be appreciated.


Thanks,
Gp

 

George Payne

Corporate Applications Developer

Electric Reliability Council of Texas

(512) 248-3940

[EMAIL PROTECTED]

 

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Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

[Decou, Candace M]

No problem Charlie - each record has a couple of ways that it knows what
it is.  GUID's are  30 digit (alpha numeric)designations that are
typically set to hidden fields on most of the forms.  You can, of
course, associate related records to each other using the Request ID
field, but that has always been a bit tricky since the request ID isn't
available until after a submit.  GUIDs are available (depending on how
they are built) either immediately - in other words they can be set via
AL's before an entry is submitted) or after a submit.  In either case,
BMC/Remedy tends to use hidden fields called Instance ID (List - please
correct if I am wrong) to set these GUIDs.  So here is how you can see
them - perform a search on any Incident and run a report which includes
ALL fields. You will see these GUIDs likely in fields (hidden) called
Instance ID or something like that.  When you relate one record to
another, it is usually related then through this GUID which gets set on
both the parent and the related record.  If you look at the tables in
say Incident Management (at least on older versions) you will likely see
a qual that includes something like 'Instance ID' = "Instance ID".  I'm
not running Incident yet in 7.1, so it might be different, but basically
you are looking for the designation that is creating the originating
link between the parent and the child records. 
Run a report on the Incident form and look for very long strings of
alpha/numeric numbers. This is the GUID. It is unique to each record.
It look like this:  
InstanceId   ID0014221D8C25OmWjRwPbYiAAo0MA 

Hope this helps. 


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Friday, February 01, 2008 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

This may be a rookie-esque stupid question, but what are GUID's?? 



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Friday, February 01, 2008 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

No problem Charlie - let me know how it goes for ya - I've had to do
that type of thing a time or two and a good friend of mine always
saysGUID's are you friend.
LOL 


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Friday, February 01, 2008 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Thanks Candace,

Yeah - I suppose it helps to provide background on my app, doesn't it.
:P

I'm running the BMC Remedy ITSM Service Desk application version 7.0.01
patch 004.  

I'll give your suggestion a go - thanks for your help!!



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Friday, February 01, 2008 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

Charlie -
Without knowing which version you are on, here is a stab for you to help
point you in the right direction.
You want to build a filter which checks the value of the Status on the
parent ticket on Modify - if it is less than "Closed" and becomes
"Closed"
(or "Resolved" or whatever value you are using)then have it perform a
Push Fields to any related Incidents where GUID = GUID and Status <
Closed.  Most of the GUID fields are designated as Instance ID, but not
sure if you are talking about a custom app or a BMC/Remedy ITSM app.  On
the Run If for the Push action you only need to run it if the matching
Incidents are also < Closed (assuming some child incidents may have
previously been closed).
Specify which fields you

Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

[Decou, Candace M]

No problem Charlie - let me know how it goes for ya - I've had to do
that type of thing a time or two and a good friend of mine always
saysGUID's are you friend.
LOL 


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Friday, February 01, 2008 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Thanks Candace,

Yeah - I suppose it helps to provide background on my app, doesn't it.
:P

I'm running the BMC Remedy ITSM Service Desk application version 7.0.01
patch 004.  

I'll give your suggestion a go - thanks for your help!!



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Friday, February 01, 2008 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

Charlie -
Without knowing which version you are on, here is a stab for you to help
point you in the right direction.
You want to build a filter which checks the value of the Status on the
parent ticket on Modify - if it is less than "Closed" and becomes
"Closed"
(or "Resolved" or whatever value you are using)then have it perform a
Push Fields to any related Incidents where GUID = GUID and Status <
Closed.  Most of the GUID fields are designated as Instance ID, but not
sure if you are talking about a custom app or a BMC/Remedy ITSM app.  On
the Run If for the Push action you only need to run it if the matching
Incidents are also < Closed (assuming some child incidents may have
previously been closed).
Specify which fields you want set on the children from the values in the
parent.  That should do it.
There's probably more than one way to approach it too, so hopefully you
will get some other ideas.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Friday, February 01, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Incident Parent/Child Closure Automation (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hi All!

I'm struggling with how I can automate closing any related child
incidents when I close the parent incident.  I need to be able to pass
the parent's Status, Status Reason, Resolution, and Operational
Category/Type/Item field data to the children...  Has anyone been able
to successfully pull this off?
I'm at a loss as to where to begin here.

On a related note - I'd like to be able to do the same thing with
problem investigations and any related incidents as well...  but I'd be
okay with just automating the parent/child incident thing.



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED
Caveats: NONE



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Classification:  UNCLASSIFIED
Caveats: NONE



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Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)

[Decou, Candace M]

Charlie -
Without knowing which version you are on, here is a stab for you to help
point you in the right direction.
You want to build a filter which checks the value of the Status on the
parent ticket on Modify - if it is less than "Closed" and becomes
"Closed" (or "Resolved" or whatever value you are using)then have it
perform a Push Fields to any related Incidents where GUID = GUID and
Status < Closed.  Most of the GUID fields are designated as Instance ID,
but not sure if you are talking about a custom app or a BMC/Remedy ITSM
app.  On the Run If for the Push action you only need to run it if the
matching Incidents are also < Closed (assuming some child incidents may
have previously been closed).  Specify which fields you want set on the
children from the values in the parent.  That should do it.
There's probably more than one way to approach it too, so hopefully you
will get some other ideas.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Friday, February 01, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Incident Parent/Child Closure Automation (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hi All!

I'm struggling with how I can automate closing any related child
incidents when I close the parent incident.  I need to be able to pass
the parent's Status, Status Reason, Resolution, and Operational
Category/Type/Item field data to the children...  Has anyone been able
to successfully pull this off?
I'm at a loss as to where to begin here.

On a related note - I'd like to be able to do the same thing with
problem investigations and any related incidents as well...  but I'd be
okay with just automating the parent/child incident thing.



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED
Caveats: NONE



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Re: Tomcat 5.5 and BMC Remedy Online Help Files

[Decou, Candace M]

David - did you check that the user who owns the mid-tier directories
has permissions to the directory structure where the Help files are
being located?  Just a thought - seems to me in IIS we had to make sure
of permissions for almost everything at the web server level for install
files.
:)
Your buddy
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hill, David K
Sent: Thursday, January 17, 2008 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Tomcat 5.5 and BMC Remedy Online Help Files


** 

Listers,

 

I have searched high and low for a guide on how to correctly install the
online help system onto a Tomcat web server.

 

Is there anyone who has successfully installed the help files.  I am
currently looking at installing and configuring the CMDB Online Help
file first.

During the installation, the SETUP.EXE process says that it didn't
detect a web server on this system.  

 

Here's the steps I took to install the help files..

 

1.  Ran SETUP.EXE 
2.  Pressed "Next >" at the Intro screen. 
3.  Pressed "I Agree" at the license agreement screen. 
4.  Entered my username, password, server name and port number then
press "Next >".  It searches for installed language packs. 
5.  Then it says that the installer did not detect web servers on my
machine and if I had one.  I said "Yes". 
6.  At the select language packs screen I pressed "Next >" 
7.  At the "Choose Destination Location" I selected the ROOT
directory of the tomcat servers webapps folder.
"G:\Program Files\Tomcat 5.5\webapps\ROOT" 
8.  Then at the "Confirm URL" setting I reset the URL to read:
http://myservername.com:80/AtriumCMDB
  
9.  At the "Start Copying Files" screen, I pressed "Install >" 
10. It copies all the files to the appropriate directories and
updates the "Online Help File Path" values in the
SHARE:Application_Properties form. 
11. Then I pressed "Finished" at the last screen. 

 

When I go to test it:

1.  I open the web page to the AR System Mid Tier server and log in.

2.  Then I select "CMDB Console" from the Home Page. 
3.  I click on the "Help" hyperlink. 
4.  Then the web page pops up directed to:
http://myserver.com/AtriumCMDB/console.htm it errors out saying HTTP
Status 404 - Not available. 
5.  I found the console.htm file in the "en" sub directory of the
web server installed directory. 
6.  So I modified my URL in the browser to point to the
http://myserver.com/AtriumCMDB/en/console.htm; no dice. 
7.  So I modified my URL in the browser to point to the
http://myserver.com/en/console.htm; screen comes up blank. 
8.  I go back to my CMDB Console screen an press help and the screen
points to http://myserver.com/AtriumCMDB/en/console.htm 

 

Any suggestions would be more than appreciated.

 

Thanks,

 

-David Hill

 

 

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Re: ITSM 7.1 question

[Decou, Candace M]

Have you tried to set it up so that the ticket is on behalf of her in
another company?  She will be associated with her primary
company/support group, but at least in Change you can specify that the
Change is For someone else, in this case it would likely be her but
associated with one of the sub-companies, since you can select her (or
someone else) as the Requested For person and you can then select a
different Change Location which might be any of the sub-companies.  I
don't deal yet with Incident or Problem so am not certain if that is
available in those modules, but hope this helps for what it's worth.
:)
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Friday, January 11, 2008 12:26 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.1 question


** 

Hey everyone-

 

Our company is one which primarily provides support to other companies.
I've been setting everything up in 7.1 and have hit a snag.  

 

There is a company to which we provide support.  That company has many
sub companies.  There is basically one woman in charge of all those
accounts.

 

I made a company entry for the parent company, and one for each sub
company.  The parent company is in the organization of the sub
companies.  

 

I made her record in the parent company, but gave her access to all the
sub companies.  Most of those sub companies do not have any contacts
besides her.

 

If I log in as her to put in a ticket for a sub company, I cannot change
the company field to one of them.  An administrator cannot change the
company after the ticket is created either.

 

Anyone have any idea how do accomplish something like this?  I don't
want to give her multiple logins for each company.  

 

I considered making the sub companies sites rather than separate
companies, but you cannot control access by site, only company- though
if that's the only way I guess this one company could be an exception.


Thanks,

Chris

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I Got the Answer to the Issue on the AP:Role Member List field limitation From Remedy

[Decou, Candace M]

And, just in case anyone else out there runs into this, here is the
response directly from Remedy:
 
There is a modification that you can make for this, the limitation is
really dependent on the database as this is a platform issue. The size
of the "Member List" field on the AP:Role form was set to the size that
it is (255 by default) when originally designed, so that the field can
be displayed in a table field. This restriction is no longer valid in
ARS 7.0. 

There are some fields that can be increased on two forms to up this
limit. The maximum size is dependent on your DB type.

---

The Release notes for the Action Request System 7.0 state on page 63 and
64:

***

"Limit for Approver name

The Approver name is limited to 255. If you want to use long Approver
names (more than 255), you must increase the length of the following
fields in the AP:Signature form:

- Original Approver (field ID 13203)

- Approver (field ID 13207)

If you are using the Preview feature (except Real-Time Preview) with
long Approver names, then you must increase the length of 13203 and
13207 in AP:PreviewSignature form.

If you are using Real-Time Preview, then you must increase the length of

13207 in AP:PreviewInfo form."

**

So there are three fields that we would recommend that you increase
(unless you want to use the preview functionality in approval, in which
case you need to increase the above mentioned fields in addition to the
following): 

AP:Signature:

- Original Approver (field ID 13203)

- Approver (field ID 13207

AP:Role:

- Member list (field ID 12401)

The approval server checks the size of the Approvers field on the
AP:Signature form, and uses this size as the maximum limit. What this
means is that, the customer can change the size of this field to
anything, and the approval server will detect this and enforce this
increased size.

Two things must be noted:

1. The size of the Approvers field is checked on server startup. So once
the change is made, the approval server will need to be restarted (this
might mean restarting the AR Server).

2. The maximum allowable size of the Approvers field is database
dependent. The limits are listed below.

Oracle 4000

MSSQL Server 8000

Informix 255

DB2 255

Sybase 255

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 

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Re: HD 6.0 - CMDB 1.1 Asset Bulk Loading

[Decou, Candace M]

Don't despair Claire - you need to import into the join form but you
need to be careful on your mapping - I forget what all the forms are
called on 6.x, but I did that at the last company I worked for and it
worked fine.  Do this first though - enter in some dummy record to your
BMC:ComputerSystem form or whatever you are using.  Then export to a
report and look closely at all the hidden fields - how they are set.
You will need to make sure you map some of the keywords correctly on
import.  If you have a dev server you can attempt it multiple times and
blow the data away if necessary until you get it right.  Sorry I'm on
7.x now, so my memory is a little hazy.  Hopefully others can point you
in the right direction also.
:) 
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Tuesday, January 08, 2008 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: HD 6.0 - CMDB 1.1 Asset Bulk Loading


** 

I miss my old ast:asset form!! 

I need to be able to take a file that contains hundreds of asset records
with the only unique identifier being the Asset ID+ field and use the
Remedy Import tool to update the asset records.


How am I going to get this done when each asset record has a Request ID
field that contains the request IDs from the various forms used to
create the join?  This Request ID will not be available in the csv file.

Field 1 contains a string of Request ID field numbers 

0073795|0073852|0073795|0073852 

Once this has been figured out, I'll be creating workflow that will run
a process when a button is clicked on the Home Page that will go to a
directory, grab the csv file and load it and update the records.


ARS 6.3 Patch 18 
HD 6.0 
Oracle 10 w/9 libraries 
Oracle lives on a remote server 
Windows 2003 4 gig on app server and 8 gig on DB server 



Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System 
Phone: 713 448 6035 
[EMAIL PROTECTED] 


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Need Help on Defective AP:Role Member List field for Change Mgmt 7.0.2

[Decou, Candace M]

Just ran into a terrible issue attempting to set up people with
Infrastructure Change Assignee roles.  The AP:Role form stores the
contents of the people in the Member List field and, because my client
is using very long usernames, I ran into the error because that field is
limited to 512 characters.  I have submitted a ticket to Remedy and they
acknowledge this as a defect but can't tell me what I can 'safely' do to
work around this issue.  I don't want to mess with the OOB stuff if it
is going to have any upstream or downstream consequences.  Right now, I
also don't have a dev server to test this out on either, but I am truly
stuck trying to set up any more people until I get this resolved.
Has anyone else out there run into this and if so, were you able to just
change the limit of this field without serious consequences.
Thanks in advance for any help!
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 

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Re: Example of Change Management Tier1&2 (or CTIs)

[Decou, Candace M]

We have it implemented and we are using very simple classifications for
Operational Categories, e.g.
Tier 1 = Add/Change/Remove
Tier 2 = What we are Adding/Changing/Removing, e.g., Remedy Service, AD,
etc.
Tier 3 = Type of Add/Change/Removal

Hope this helps.  


Candace DeCou
Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of cpbergie
Sent: Friday, January 04, 2008 8:33 AM
To: arslist@ARSLIST.ORG
Subject: Example of Change Management Tier1&2 (or CTIs)

We are working on a plan to implement BMC 7.0 and I was curious how
others have setup their Operational Categories, specifically the Tier1
and Tier2. 
are most people using Verb -noun?  would you mind posting some examples?
--
View this message in context:
http://www.nabble.com/Example-of-Change-Management-Tier1-2-%28or-CTIs%29
-tp14605352p14605352.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: ITSM 7.0.03 and KM 7.2 just released.

[Decou, Candace M]

Oh geee - well thanks for this info.  We are rebuilding our dev
server now, so as soon as that gets done we will have a chance to try
this out.  I appreciate the heads up!
:)
 

Candace DeCou

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Friday, December 21, 2007 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.03 and KM 7.2 just released.


** 
Actually, it is ITSM 7.0.02 Patch 005, and includes a copy of Patch 006
which you still have to run after the installations.
 
I _just_ finished building a completely new 7.0.02.006 server from the
ground up, and as near as I can tell there is no compelling reason for
me to go back and re-do the installations for any ITSM components.  I
gain absolutely nothing from 7.0.03 over 7.0.02 since both require Patch
006 - they were just about two weeks late releasing it for my purposes,
and I could not wait any more.
 
On the other hand, I am going to restore the db back to the snapshot
before I installed RKM 7.1.01.001, and install RKM 7.2 instead.  It is a
different version, with a modified different integration to ITSM 7, and
even requires an uninstall/new install on the web server.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Friday, December 21, 2007 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.03 and KM 7.2 just released.


** 
I was looking into 7_00_03 yesterday and noticed the same
statement (new installations only), and that it's basically
7_0_2_Patch006 just repackaged with "improved installers". Of course,
being "curious" now I need to do an installation of 703 and run some of
the comparison tools... (is it "really patch 6, just repackaged or??) 
 
>> RANT - are we back to the "Release-o-de-day" again?
    
    
On Dec 20, 2007 10:35 AM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:


** 
Yes, but be careful...my co-worker was looking into this
just yesterday and it seems that the ITSM 7.0.03 is intended for new
installations only, not for an upgrade path.  To get yourself to
basically the same place with a pre-existing ITSM implementation you
should stay with 7.0.02 at Patch 6 (for now at least).  
:)
Candace  
 

Verizon Business - global capability, personal
accountability. 

This e-mail is strictly confidential and intended only
for use by the addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pedro Cardoso
Sent: Wednesday, December 19, 2007 2:15 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.0.03 and KM 7.2 just released.


** 
Hi, just to let you know about this new versions of
complete  ITSM suite and Knowledge Management. 
Both Available on EPD site.
 
 
Pedro
MX
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Re: ITSM 7.0.03 and KM 7.2 just released.

[Decou, Candace M]

Yes, but be careful...my co-worker was looking into this just yesterday
and it seems that the ITSM 7.0.03 is intended for new installations
only, not for an upgrade path.  To get yourself to basically the same
place with a pre-existing ITSM implementation you should stay with
7.0.02 at Patch 6 (for now at least).  
:)
Candace  
 

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From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pedro Cardoso
Sent: Wednesday, December 19, 2007 2:15 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.0.03 and KM 7.2 just released.


** 
Hi, just to let you know about this new versions of complete  ITSM suite
and Knowledge Management. 
Both Available on EPD site.
 
 
Pedro
MX
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