Re: .net apis 9.0/9.1

[Jim Coryat (jcoryat)]

Why wouldn't you use the RESTful API at this point?  Decouple your code from a 
dll library that BMC doesn't officially support.

[http://collab.micron.com/corp/brand/SiteAssets/Micron.png]

Jim Coryat
Sr. Software Engineer, Service Management Tools
Information Technology
Micron Technology, Inc.



From: Halleux, Jean-Louis [mailto:jean-louis.hall...@scarlet.biz]
Sent: Tuesday, February 09, 2016 5:56 AM
Subject: .net apis 9.0/9.1

**
Hi listers,

Does someone know where I can find .net apis for 9.0 or 9.1 ?

Thanks a lot.
Jean-Louis Halleux
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Re: OT: BMC Logo

[Jim Coryat (jcoryat)]

I thought it looked like a Thigh Master…

http://www.kohls.com/product/prd-1402920/sunny-health-fitness-thigh-master.jsp?ci_mcc=ci_campaign=PERSONAL%20CARE_medium=CSE_source=google_product=94008883=shopping15_src=17588969_sku=94008883=CL604qW52McCFU5vvAody8UJQQ=CLmdiqa52McCFQ8lvQodkJMLIA
Jim Coryat
Sr. Software Engineer
x34655

From: Jason Miller [mailto:jason.mil...@gmail.com]
Sent: Tuesday, September 01, 2015 8:00 PM
Subject: Re: OT: BMC Logo

**

Lol! Yeah, Last time I was in San Jose at their office it came up. And even 
funnier is Brocade is right around the corner.
On Sep 1, 2015 5:36 PM, "Tauf Chowdhury" 
> wrote:
Anyone notice that BMC's new logo looks just like the logo from a company 
called Brocade? Same colors too. Wonder if they used the same marketing firm. 
Whoops!

Sent from my iPhone
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Re: ITSM 8.1.2 Mid-Tier Compatibility Mode Defect

[Jim Coryat (jcoryat)]

I think the real question is does the version support IE in non-compatibility 
mode?  Remedy Mid-tier and IE 11 has not been a good union from my experience.

Jim Coryat
Sr. Software Engineer
x34655

From: LJ LongWing [mailto:lj.longw...@gmail.com]
Sent: Thursday, October 30, 2014 6:03 PM
Subject: Re: ITSM 8.1.2 Mid-Tier Compatibility Mode Defect

**

I haven't investigated this thoroughly, but, I think it would be worth the 
effort to work with your desktop team.  It is my understanding that 
compatibility mode is significantly slower than non, and that is the primary 
reason that the message was instituted.
On Oct 30, 2014 5:44 PM, Jason Miller 
jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote:
**
Hi Shawn,

Did you get anywhere with this?  We just upgrade our dev and QA to SP2 and are 
now seeing this (annoying) message.  Our browser it highly managed and I really 
don't want to have to include our desktop team in order to update to SP2.  I am 
not going to put SP2 in production without getting rid of this message though.

Thanks,
Jason

On Wed, Oct 8, 2014 at 7:11 AM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
It looks like we found a defect in the combination of ARS and Mid-Tier 8.1.2.  
It is happening with both IE9 and IE11.

What happened is that after upgrading the mid-tier, we started seeing this 
warning at the top of the screen:
IE is running in Compatibility View. Please remove Mid-tier URL from either IE 
Compatibility View Settings or Registry location. (ARWARN 9429)

This is completely useless, because it’s not like the Remedy team or our users 
have any say over whether we run things in compatibility mode or not, so we 
added 9429 to our Suppress-warnings: list in ar.cfg.

This worked great until we also upgraded the application server.  Now either 
Suppress-warnings doesn’t work or this specific error is impossible to disable. 
 We’re working with BMC support and they’ve been responding quickly, but it 
appears they don’t understand the reason we don’t want that error on the top of 
every single screen.  Unfortunately, if we can’t find a way to disable this, 
we’re going to be unable to upgrade.  Hopefully BMC recognizes the error of 
their ways and releases a hotfix soon.

Do any of you have any ideas of how to suppress that message in the meantime?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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Re: ITSM 8.1.2 Installer Deleting Overlays?

[Jim Coryat (jcoryat)]

This is what we have experienced in our environment YMMV.

The issues we observed are with the 8.1 SP1 Arserver installer.  We are 
currently on 8.1. patch 2.  From discussion with support the installer is the 
same or similar between ARServer and ITSM.  So this may provide some insight.

We have overlays on AP:Detail and AP:Signature.  This is to facilitate our 
archive strategy.

What we observed is that child forms of the join form AP:Detail-Signature would 
get an overlay added by the installer, which unfortunately would be corrupt.  
The DBcheck log during startup would show the issue with an overlay.  Removing 
the overlay resolve the problem so ARServer would start.  However the root 
cause seems to be with both of the regular forms of the join form having 
overlays.  The join form’s children will have a corrupted overlay added to it.

The forms that would get a corrupt overlay are:
RMS:ReleaseAPDetailSignature
SRD:ServiceRequestDefinitionAPDetailSignature
IAM:RequestApDetailSignature
CHG:ChangeAPDetailSignature
SRM:RequestApDetailSignature

Only one of the forms in the list would get the corrupted overlay.  If you 
remove the corrupted overlay and re-run the installer, one of the other forms 
in the list would get the corrupted overlay.  You could rinse and repeat and 
get through the installer with a clean completion.  What we found is that if 
you remove the overlays from the regular forms in the hierarchy, the issue 
would not manifest itself to begin with. We theorized there is some value that 
is set/unset when this issue happens.  Re-running the installer will not add a 
corrupted overly to a “fixed” child join form.

Hopefully someone will find this helpful. ☺

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

From: Pierson, Shawn [mailto:shawn.pier...@energytransfer.com]
Sent: Tuesday, October 28, 2014 8:33 AM
Subject: Re: ITSM 8.1.2 Installer Deleting Overlays?

**
What was the overlay on?  I can check on my system to see if it’s something we 
had overlaid, and if so, whether we had a problem with it too.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat)
Sent: Tuesday, October 28, 2014 9:24 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ITSM 8.1.2 Installer Deleting Overlays?

**
Funny you mention it…

We did not get an overlay deleted but rather corrupted.  Was definitely the 
installer doing the damage.  After the install completed, the arserver process 
would not start because of the bad overlay.  We have an open ticket with BMC on 
this and have been working on it for a few weeks now.  Would be curious if 
anyone else is seeing issues with the 8.1.2 installer having problems with 
overlays.

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

From: Jason Miller [mailto:jason.mil...@gmail.com]
Sent: Monday, October 27, 2014 2:57 PM
Subject: Re: ITSM 8.1.2 Installer Deleting Overlays?

**
I have not seen that.  Overlays being deleted is a bit bothersome since we have 
been told many times that our overlays will not be touched.

I wonder if there is a technicality in what happened (although still doesn't 
make it right).  I wonder if the filter was deleted in one phase of the upgrade 
and then created later.  If a base objects is deleted the overlay will also be 
deleted and when it was reimported you end up with only the base object.  Just 
a thought...

Jason

On Mon, Oct 27, 2014 at 12:18 PM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
Good afternoon,

We’re testing ITSM 8.1.2 and found something curious.  It was easy enough to 
fix so I’m not opening a ticket with BMC right now (although if someone from 
BMC is curious, they already have a ticket on a different issue and can read 
our logs from that one.)

Basically, we have an overlay on the Filter NTE:NPC:ChkNotificationMsgExist_015 
which does a Set Fields which helps us do a little more dynamic HTML email 
generation than what is available out of the box.  After running the ITSM 8.1.2 
upgrade, it appears to have deleted that overlay.  I was able to fix it, and so 
far it’s the only instance in our difference report where we can see an overlay 
being deleted from an object that still exists, but that seems like a bad 
thing, since I can identify no reason why the overlay would have been deleted.

Has anyone else run into something like this?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
Private and confidential as detailed 
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Re: ITSM 8.1.2 Installer Deleting Overlays?

[Jim Coryat (jcoryat)]

Funny you mention it…

We did not get an overlay deleted but rather corrupted.  Was definitely the 
installer doing the damage.  After the install completed, the arserver process 
would not start because of the bad overlay.  We have an open ticket with BMC on 
this and have been working on it for a few weeks now.  Would be curious if 
anyone else is seeing issues with the 8.1.2 installer having problems with 
overlays.

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

From: Jason Miller [mailto:jason.mil...@gmail.com]
Sent: Monday, October 27, 2014 2:57 PM
Subject: Re: ITSM 8.1.2 Installer Deleting Overlays?

**
I have not seen that.  Overlays being deleted is a bit bothersome since we have 
been told many times that our overlays will not be touched.

I wonder if there is a technicality in what happened (although still doesn't 
make it right).  I wonder if the filter was deleted in one phase of the upgrade 
and then created later.  If a base objects is deleted the overlay will also be 
deleted and when it was reimported you end up with only the base object.  Just 
a thought...

Jason

On Mon, Oct 27, 2014 at 12:18 PM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
Good afternoon,

We’re testing ITSM 8.1.2 and found something curious.  It was easy enough to 
fix so I’m not opening a ticket with BMC right now (although if someone from 
BMC is curious, they already have a ticket on a different issue and can read 
our logs from that one.)

Basically, we have an overlay on the Filter NTE:NPC:ChkNotificationMsgExist_015 
which does a Set Fields which helps us do a little more dynamic HTML email 
generation than what is available out of the box.  After running the ITSM 8.1.2 
upgrade, it appears to have deleted that overlay.  I was able to fix it, and so 
far it’s the only instance in our difference report where we can see an overlay 
being deleted from an object that still exists, but that seems like a bad 
thing, since I can identify no reason why the overlay would have been deleted.

Has anyone else run into something like this?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
Private and confidential as detailed 
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Re: Remedy 8.1.2 on VM

[Jim Coryat (jcoryat)]

Tommy,

We have been running virtual for a number of years now (AR, Midtier).  VMWare 
is the host system, which is what I would recommend.  Our database is physical 
(MSSQL).  We are running FTS with no issues once we configured FTS properly.  
We did have our primary FTS server overloaded, once we identified that and 
moved some of the load to another system zero issues.  Our disks are EMC 
cabinets using mounted file systems on the OS which have not exhibited any 
issues from that configuration.   We do have really good people that manage our 
storage arrays which is immensely helpful!

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

From: Tommy Morris [mailto:tommy.mor...@radioshack.com]
Sent: Wednesday, October 22, 2014 10:04 AM
Subject: Remedy 8.1.2 on VM

**
Just wondering how many are running the current ARS, CMDB, ITSM on VM's. My 
current hardware is at end of life and I need justification to purchase a new 
server. Our mid-tiers are running VM with no problem of course but I am 
concerned about the stability and performance of running ARS and CMDB on a VM 
instance.
Anyone have pros/ cons of going virtual?

[cid:image001.png@01CE87C8.A8D7D890]
Tommy Morris
Sr. Remedy Developer
RadioShack Corporation
300 RadioShack Circle
Fort Worth, TX 76102-1964
O  817.415.2510
radioshack.com



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Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)

[Jim Coryat (jcoryat)]

If BMC follows suit with what they have done in the past on other products 
similarly positioned, I fully expect that MyIT becomes part and parcel of the 
SRM offering.  Since it appears they are going to follow the same approach for 
all the interfaces for Remedy, it would seem silly that they have SRM and then 
MyIT as two separate offerings when it will be more attractive to a customer to 
have them combined as one.

Just my $.02

Jim Coryat
Sr. Software Engineer
Micron Technology, Inc.

From: Pat Zandi [mailto:remedy...@gmail.com]
Sent: Wednesday, October 08, 2014 9:39 AM
Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities 
for remote interaction with Engage)

**
Nice.   That is a good direction ...

Sent from my iPhone

On Oct 8, 2014, at 7:54 AM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
My understanding is that the goal is to eventually use that platform as a the 
primary interface for Remedy, so it is not an extra product.  Currently, the 
scope of Smart IT is limited to Incidents and Work Orders though.

By the way, I downloaded it last week when it was available on EPD, but I 
haven’t had time to install it yet.  However, I’ve seen demos and it’s really 
cool.  Forget about the ITSM competitors, I already see how rolling this out is 
going to make other apps in my company look bad for their lack of intuitiveness 
and lack of mobility.  In fact, I think this will be among the first non-saas 
tools (maybe even the first beyond email) that has a strong mobile interface 
used in my organization.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Tuesday, October 07, 2014 9:20 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities 
for remote interaction with Engage)

**
It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which 
is compatible back to ITSM 7.6.04 SP2…..

Tim

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
Sent: Tuesday, October 07, 2014 9:10 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities 
for remote interaction with Engage)

**
I like it, it appears cool.
however... it costs extra. Unless I am wrong..
I think personally it should just come with the product, and it helps with the 
compatition - SNOW
My opinion

On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug 
doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote:
**
BMC and the Remedy ITSM team are pleased to announce our next generation Remedy 
IT Service Management experience, Remedy with Smart 
IThttp://www.bmc.com/it-solutions/remedy-smart-it.html.

Smart IT provides Remedy users an entirely new experience! An experience that 
is intelligent, mobile and beautiful.

Intelligent Interactions:

More insight, less effort. Formless interactions and data-driven insights make 
for a more productive and knowledgeable staff.

Beautiful Experience:

More functionality. Fewer clicks. Faster learning and higher user adoption 
provide better customer satisfaction with a modern user experience.

Mobile First:

Same service desk, any device. Get responsive service delivery from anywhere. 
Always up to date with instant access even while remote.

Collaborative Knowledge:

Real-time, every time. Embrace a new paradigm where knowledge is enabled not 
only by articles, but through instant service desk collaboration.

To read more information on how to get started with Remedy with Smart IT follow 
this 
linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0.

The Remedy ITSM team is excited to be a major part of this year’s BMC Engage 
user conference. We understand that not everyone can join us in-person at 
Engage.  However, you can still learn about Smart IT from the comfort of your 
own desk or home as we bring the Remedy @ Engage experience to you via live 
streaming video. Key members of the Remedy team, including Robin Purohit - ITSM 
President, will host a special, live session at noon EST on October 15th 
introducing Remedy with Smart IT.

Register here to join the BMC Remedy 
teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html 
as we celebrate the release of this fantastic new Remedy experience that 
provides every customer a smarter service desk.



Although this particular announcement is focused on the packaged applications, 
there is a lot going on with the platform as well.  All of the work that is 
being done to enable the new Smart IT approach is being done within the 
platform and will therefore be available for anyone doing customizations or 
building custom applications.  All changes in the AR System or mid-tier will be 
available in 

Re: Importing Data from Remedy to SharePoint Calendar

[Jim Coryat (jcoryat)]

Todd,
That really depends on what tools you have at your disposal and the talent in 
your team.  For me, we have the Microsoft System Center Suite.  Using 
Orchestrator and a couple integration packs (Remedy, SharePoint), we would 
create a runbook to monitor for the specific requests to be populated into the 
SharePoint calendar.  When found, use the SharePoint Integration Pack to insert 
the data from the Remedy request into the SharePoint calendar.  It would be a 
good idea to do some validation to prevent duplicate entries etc.

Barring that, you could write a powershell script that essentially does the 
same thing that executes a sql query against the remedy database, then leverage 
SharePoint web services to do the insert into the calendar.  Execute the script 
via a scheduled task to run on the desired interval.

If you are looking for a PHD (Push Here Dummy) solution, I'm sure there are 
several vendors that will respond to your question and gladly take copious 
amounts from your wallet.

Above all you have to factor in whether this is a one-off problem or a more 
common occurrence, then temper your choice of solution.

Jim Coryat
Micron Technology, Inc.

From: Arner, Todd [mailto:tar...@glhec.org]
Sent: Thursday, September 04, 2014 6:19 AM
Subject: Importing Data from Remedy to SharePoint Caslendar

**
I have a general question on importing data from a Remedy form into a 
SharePoint Calendar.  We have a custom built form in Remedy that we use to list 
the implementation schedule.  We are looking to export this date out of Remedy 
and into a SharePoint Calendar.  Has anyone done this?  Is there a product we 
can purchase to do this or is it something we need to build in house.  Any 
insight is greatly appreciated.  I'm not sure where to go with this one.

Thanks,
Todd Arner
Great Lakes

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FW: ENGAGE

[Jim Coryat (jcoryat)]

Ready, Fire, Aim!

Jim Coryat

From: Lynn Larsen [mailto:lynn_lar...@mmi.net]
Sent: Tuesday, September 02, 2014 1:47 PM
Subject: Re: ENGAGE

**
I know mine did.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, September 02, 2014 2:30 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
Earlybird is being offered in this email.  I am going to have to check.  My 
window of opportunity may have already closed.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, September 02, 2014 2:16 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
Too late for the 'early bird' rate, or too late to attend at all?

On Tue, Sep 2, 2014 at 1:07 PM, Sanford, Claire 
claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org 
wrote:
**
Wow!  This email is just a little too late!  An excerpt from the email I 
received from BMC today!


Unparalleled access to BMC product experts, partners, service providers, and 
customers for in-depth user sessions and learning labs on technical topics • 
Evening with the Experts hosted by Doug Mueller, BMC Corporate Architect and 
co-founder of Remedy Corporation • Over 50 breakout sessions for Remedy 
customers featuring favorite speakers like Lenny Warren, Kelly Deaver, Peter 
Adams, LJ LongWing, and more • A special lunchtime event that will transform 
everything you know about Remedy

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Re: ENGAGE

[Jim Coryat (jcoryat)]

A favorite from my area is Pendleton (Let er buck!).  May have to bring a 
bottle to share. ☺

Jim

From: Jason Miller [mailto:jason.mil...@gmail.com]
Sent: Monday, August 04, 2014 2:19 PM
Subject: Re: ENGAGE

**
I caught the end of the tasting; where I met my new love...  Templeton.

I forget who brought their homemade stuff and what it was called but I think I 
was breathing fire for a little while after that.

To answer Lynn's question I am all registered up to be at ENGAGE

Jason

On Mon, Aug 4, 2014 at 11:18 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
I still recall our whiskey tasting night that we had at Misi’s  Phil’s room. 
Some of that European Whiskey is downright awesome!

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, 
David
Sent: Monday, August 04, 2014 2:14 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

Of all the years that I’ve known Misi and Magnus, I’ve never seen them turn 
down a free drink.  If they do, beware as that would be a sign that they are 
sick.

Dave
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Scott 
Philben
Sent: Monday, August 04, 2014 2:12 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
Will you be accepting free drinks? We definitely owe you big for the use of 
some of your products...

On Aug 04, 2014, at 02:03 PM, Misi Mladoniczky 
m...@rrr.semailto:m...@rrr.se wrote:
Hi,

Me and Magnus will definitely be there.

Best Regards - Misi, RRR AB, http://rrr.se

So LJ is going… aside from the Unisys folks that we know will be 
there, who
else WILL be attending from our string of conversation here??
   
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of 
LJ LongWing
Sent: Monday, August 04, 2014 9:00 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE
   
**
Apparently...the process took a bit longer than anticipatedone of 
my two
topics got accepted, so it appears I WILL be attending Engage this 
year :)
   
It appears that the content of sessions has shifted a bit in the last 
week. I
reported 120 at the end of last Monday. As of this exact moment, there 
are
only 102 active sessions, 41 are Remedy related, 11 by non BMCers, and 
4 are
technical.
   
So, the numbers are shifting a bitbut my topic isn't in that list 
yet, but
it titled 'Remedy Java API – Basic Components' where I plan on 
discussing
how the API is structured, how the objects relate to what you see in 
Remedy
Dev Studio as well as Mid-Tier, and how to manipulate your Remedy 
system
through the API to get the best out of it. :)...
   
I'm hopeful at this point that Engage is morphing into something a bit 
more
acceptable to the many technical resources we have here on the list.
   
On Mon, Jul 28, 2014 at 6:27 PM, LJ LongWing

lj.longw...@gmail.commailto:lj.longw...@gmail.commailto:lj.longw...@gmail.commailto:lj.longw...@gmail.com
 wrote:
I guess the best 'rejection letter' you can possibly get is the 
accepted list
coming out and not being able to find yourself anywhere on there.
   
Looking through the sessions, I see there are 120 sessions total. 46 
are
'Remedy' related, that's ITSM or ROD (38%) in some way or another. Of 
those
only 12 are not being done by BMCers (10%). 4 of those are listed as
'Technical' (3%). All 4 of them are directly related to ITSM (3 SRM, 1 
CMDB).
Nothing that's directly related to Remedy as a development platform, 
but as a
platform to sell their OOTB toolspart of me is disappointed, but 
not
surprised.
   
Both of the topics I submitted were of a technical nature, relating to 
Remedy,
not ITSM...so, I guess that's likely why neither topic was selected for
presentation
   
and due due to the fact that I was counting on not paying the 
admission fees,
I'm not going to be able to justify the expense to attend this
year...so...maybe I'll do them anyway, but post them on my site 
instead so
everyone can benefit instead of just the ones that attend Engage...who 
knows.
   
On Mon, Jul 28, 2014 at 5:57 PM, Jason Miller

jason.mil...@gmail.commailto:jason.mil...@gmail.commailto:jason.mil...@gmail.commailto:jason.mil...@gmail.com
 wrote:
**
By doing our own thing we would simply be creating an overlay on 
ENGAGE. Once
we create the overlay we can customize and changes by BMC won't have an
   

Re: SAML Integration

[Jim Coryat (jcoryat)]

We use the same product and it has been flawless.  The problem is that BMC has 
a different concept of SSO than the rest of the world IMHO.

I do believe the 8.0 or 8.1 version does provide SAML support, but the 
implementation of BMC SSO is not straight forward.

Jim Coryat
x34655


-Original Message-
From: Frank Caruso [mailto:caruso.fr...@gmail.com] 
Sent: Tuesday, August 05, 2014 9:14 AM
Subject: Re: SAML Integration

We used JSS-SSO for single sign via Kerberos and it is working vey well. I 
believe the product offers SAML integration as well as several other 
possibilities.

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Asset Lifecycle Audit bug

[Jim Coryat (jcoryat)]

Listers,

We have identified that the lifecycle audit history on a CI in the CMDB always 
reports the submitter as the original submitter of the CI, not the person who 
made the change to the attribute.  To me this is pointless information and 
should be corrected to truly reflect the truth of the change.  However this is 
functions as designed as per BMC, so we have submitted an idea to correct 
this behavior.  Please review and if so inclined vote for your preference.

https://communities.bmc.com/ideas/7210

Has anyone else experienced this as well?

Jim

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FW: Remedy Developer Performance Metrics

[Jim Coryat (jcoryat)]

Ok, I agree more with LJ than Charlie, but I see both sides.

Personally having been a software engineer for many years.  It really depends 
on what you are trying to discern.  While this is a discrete discipline, you 
can measure the overall project progress and estimated completion timeline to 
give you a rough approximation of performance.  I have worked with project 
managers in the past in generating estimates of effort based on the number of 
artifacts within a system that will need to be changed and estimates of effort 
for each etc.  You could roughly derive a metric from that.  However that does 
not take into effect when complications arise and do not fit into the paradigm, 
which will reflect poorly in the metric.  There is no replacement for knowing 
the subject matter and being able to communicate with your team on performance.

I can churn out objects by the gross, however the quality delivered may be 
another thing.  My point is don’t get caught up in the counts as your 
measurement, use it as one of several metrics which will give you a more 
accurate interpretation.

Jim Coryat
x34655

From: Charlie Lotridge [mailto:lotri...@mcs-sf.com]
Sent: Tuesday, June 03, 2014 7:01 PM
Subject: Re: Remedy Developer Performance Metrics

**
Dave,

Ok, fair enough.  And I agree there are a lot of qualifications/considerations.

I'm seeing now, though, that I posed too broad (and sensitive) a question.  Let 
me try a different angle on this, which should be sufficient for my needs:

On a good day, and if it's all you had to do, about how many workflow objects 
(AL's, filters, escalations) can you create (minimum, maximum, and average)?

For me, if it's very complex workflow, it might be as low as 15-20 objects.

On the other hand, if it's a highly mechanical operation - e.g. I need to 
replicate the same On Return active link that perhaps calls a common guide 
across all the fields of several forms, so I'm only changing the field id and 
doing a Save As - it might get up to a few hundred (say one/minute).  But 
even on my worst day and the most complex workflow it's not going to be just 
one object on the low end, and it's never going to be a thousand on the high 
end.

So for me, min to max, my answer would be 15 to, say, 400.  And, on average, 
I'd say it's probably around 30 or so.

So, anyone willing to answer, I'd appreciate the data points.

Thanks,
Charlie

On Tue, Jun 3, 2014 at 4:44 PM, Shellman, David 
dave.shell...@te.commailto:dave.shell...@te.com wrote:
Charlie,

Being an AR System admin is not about how many active links or filters or 
fields one can put together in a day.  Do they work as intended?  Are the 
permissions right?  If they are not working as intended how well does the 
individual do to figure out what is not right and correct the problem.  Is it 
entirely new workflow or is the individual adding to something another person 
put together?  Or they finding and correcting issues and with existing workflow.

If you count workflow objects one could do coding to meet that criteria. On the 
other had they could be efficient and combine three actions into one filter 
instead of three.

Finally there is more than one way to create code within the AR System.  One 
individual could do something one way and another individual completely 
different.  Both ways meet the design requirements.

Dave

 On Jun 3, 2014, at 5:46 PM, Charlie Lotridge 
 lotri...@mcs-sf.commailto:lotri...@mcs-sf.com wrote:

 **
 Hi all,

 I'm curious...what are your opinions about what might be useful metrics to 
 use to judge the performance of Remedy developers?  To narrow the 
 conversation a bit, let's just talk about during the creation of a new custom 
 application, or custom module to an existing application.  In other words for 
 code generation.

 So for example, you might tell me that a good developer can create at least 
 50 logic objects (active links/filters/escalations) in a day.  Or create  
 format one form/day.

 What are you opinions?

 Thanks,
 Charlie
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Re: Remedy 7.6.04 SP3 A tip for uninstalling the Win Client

[Jim Coryat (jcoryat)]

More specifically the Add/Remove Programs for XP.  Control Panel-Uninstall a 
program for vista/win7.

The entry should start out as BMC Remedy or at least it does for me.


Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

-Original Message-
From: Sweety [mailto:sweetykhann...@gmail.com] 
Sent: Thursday, April 10, 2014 11:22 AM
Subject: Re: Remedy 7.6.04 SP3 A tip for uninstalling the Win Client

Go to control panel and uninstall it

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Re: Strcturing CMDB data

[Jim Coryat (jcoryat)]

That would not work in a qualification set since reconciliation is going to 
already have the dataset ID handled for you.  You would just use the Name 
attribute at this point.  Otherwise, none of  your CI's will identify since 
they will all not have the same DatasetID.  We have used this in the past and 
what will happen is any additional CI's that get added to the discovery dataset 
that have the same name as an existing CI in the same dataset will fail to 
identify (duplicates).  If this is what you want, then you are done.  However 
if you replace systems and new CI's get discovered, they will not identify 
until the prior CI is purged from your discovery dataset.

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

-Original Message-
From: SUBSCRIBE arslist Sweety [mailto:sweetykhann...@gmail.com] 
Sent: Wednesday, March 26, 2014 4:32 AM
Subject: Re: Strcturing CMDB data

Yes, sure.
So the qualification can be;

Name != $NULL$ and Name=$Name$ and Dataset = $Dataset$ (rough qualification)

I am on single tenancy, no multiple companies involved.

I heard that there are cases where two CIs have same name but really not sure 
if its true or not. Do you have any idea about it?

BMC_SoftwareServer or BMC_DataBase

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Re: Integration SCCM and CMDB

[Jim Coryat (jcoryat)]

We have the same setup, this is a standard import job to the CMDB.  Depending 
on your version of ARS you will use AIE or AI.  What we have found that works 
the best is to create a view of those systems you truly want in your CMDB 
within the SCCM database, then build your integration job based on that view.  
This way it keeps your CMDB clean of any unintended entries and makes your 
integration jobs on the ARS side much cleaner.

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

From: Roger Justice [mailto:rjust2...@aol.com]
Sent: Tuesday, March 25, 2014 8:32 PM
Subject: Re: Integration SCCM and CMDB

** There is an old integration SMS to CMDB located on the Communties web site. 
It will still work for SCCM and it uses AIE.

-Original Message-
From: Koyb P. Liabt tekkyto...@aol.commailto:tekkyto...@aol.com
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Tue, Mar 25, 2014 9:30 pm
Subject: Integration SCCM and CMDB
**
Hi,

I am trying to bring data from SCCM into the CMDB. Would it be better to use 
AIE, or a script, write a program to bring the computer system, software, 
processor, Network devices, etc...into the CMDB.   I do not want to use any 
third party tools like the Seamless Connector, so I was curious if any other 
companies have come up with any good solutions that brings the data from SCCM 
into the CMDB.


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Re: Strcturing CMDB data

[Jim Coryat (jcoryat)]

You can do this, however by definition the name attribute in the CMDB is not 
unique.  The dataset and reconciliation identity is the unique identifier for 
rows in CMDB datasets.  If you still intend on moving forward with this 
approach, add the dataset ID and use the Fully Qualified Domain Name (FQDN) for 
the name of the CI.

Jim Coryat
x34655

-Original Message-
From: Sweety [mailto:sweetykhann...@gmail.com] 
Sent: Tuesday, March 25, 2014 4:06 PM
Subject: Strcturing CMDB data

Hi Experts,
 
Is there any document which specifies each class of CMDB there must be some 
fields which needs to be unique? I am planning to make 'Name' field as unique 
for all my CIs in my organization, do you see any challenges here?
 
Please share how you structured your CMDB data in your organization?

I am not able to find much help to maintain unique CIs in my organization.

Kindly share your ideas

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Re: BMC Remedy and Flash

[Jim Coryat (jcoryat)]

Actually it's not 100% true.  If you are patching the host Operating system 
etc., this would be true and also to a limited extent for the ARS app server.  
However when you are updating the ITSM apps or the ARS app server in a 
significant way (changes the underlying schema), this is not the case.  When 
Remedy is utilized in a mission critical role, those personnel that support 
Remedy would really benefit from a true zero downtime feature.  This was 
presented/discussed at WWRUG 2012 as a possible future enhancement.  Personally 
I would really really really like to see this become a reality.

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

-Original Message-
From: Zandi [mailto:remedy...@gmail.com] 
Sent: Tuesday, March 18, 2014 4:49 AM
Subject: Re: BMC Remedy and Flash

24/7 is already there... It is called server groups, if you implement this 
would can take a server down and the others will takeover while it is being 
patched.  You will need a load balancer as well.  This also allows for larger 
system use as well
My 2 cents 

Sent from my iPhone

 On Mar 17, 2014, at 3:12 PM, James Smith bmcremedyarslis...@gmail.com wrote:
 
 Nice info Doug, thanks for sharing. Want to add 2 cents if its considered 
 then its of great use.
 
 Currently we have windows based tools for development activities and data 
 migration like Developer studio and Import tool. Will it be feasible to make 
 then available over web?
 
 One more thing, how can we make remedy to be available 24*7 during upgrades 
 as well - zero downtime upgrades. This will help the product to compete in 
 the market.
 
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Re: BMC Remedy and Flash

[Jim Coryat (jcoryat)]

Not always true Misi.

We have virtualized our Remedy environment and so we don't have hardware 
constraints per se.  This not 100% of the time when you consider updating the 
OS on the virtual host but that is less often than an application update.  I 
agree in those cases where you will be migrating code, having a tool that will 
do this consistently and efficiently is paramount.  That is why we used the 
rrrchive application with great success. :^)

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

-Original Message-
From: Misi Mladoniczky [mailto:m...@rrr.se] 
Sent: Thursday, March 20, 2014 8:03 AM
Subject: Re: BMC Remedy and Flash

Hi,

The demo of the zero-downtime application update was really nice. And for
smaller definition updates it seems great.

In many cases when it is time to upgrade you AR Server or ITSM, it is usually
time to switch hardware/os/db-version as well. In this scenario it is more
important to have a good delta-data-migration utility (adv: such as rrrchive)
to minimize the downtime.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Actually it's not 100% true.  If you are patching the host Operating system
 etc., this would be true and also to a limited extent for the ARS app server.
 However when you are updating the ITSM apps or the ARS app server in a
 significant way (changes the underlying schema), this is not the case.  When
 Remedy is utilized in a mission critical role, those personnel that support
 Remedy would really benefit from a true zero downtime feature.  This was
 presented/discussed at WWRUG 2012 as a possible future enhancement.
 Personally I would really really really like to see this become a reality.

 Jim Coryat
 Senior Software Engineer
 Micron Technology, Inc.

 -Original Message-
 From: Zandi [mailto:remedy...@gmail.com]
 Sent: Tuesday, March 18, 2014 4:49 AM
 Subject: Re: BMC Remedy and Flash

 24/7 is already there... It is called server groups, if you implement this
 would can take a server down and the others will takeover while it is being
 patched.  You will need a load balancer as well.  This also allows for larger
 system use as well
 My 2 cents

 Sent from my iPhone

 On Mar 17, 2014, at 3:12 PM, James Smith bmcremedyarslis...@gmail.com
 wrote:

 Nice info Doug, thanks for sharing. Want to add 2 cents if its considered
 then its of great use.

 Currently we have windows based tools for development activities and data
 migration like Developer studio and Import tool. Will it be feasible to make
 then available over web?

 One more thing, how can we make remedy to be available 24*7 during upgrades
 as well - zero downtime upgrades. This will help the product to compete in
 the market.

 ___
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Re: BMC should have made upgrades easier - Customers loosing interests

[Jim Coryat (jcoryat)]

John,

The pieces written in flash are constant pain in my side.  I would rather they 
go the other way and get rid of flash in the product entirely.  Anyone with any 
degree of intelligence will look past the glitz of sales and marketing and look 
to what the product really provides.  Flash IMHO just slows down the 
performance of the product as a whole.

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.

-Original Message-
From: John Baker [mailto:jba...@javasystemsolutions.com] 
Sent: Tuesday, March 11, 2014 1:54 PM
Subject: BMC should have made upgrades easier - Customers loosing interests

Hello

I can state that JSS loses customers because they move from BMC to
elsewhere. When a customer doesn't renew support, I make a point of
asking them why and it's almost always because the BMC platform has been
canned. But SNOW isn't always the destination of choice. There have been
a few cases of a customer taking their SSO Plugin for BMC license to
their shiny new HP ITSM system, ie one problem solved and the migration
effort reduced.

BMC have no interest in AR System beyond ITSM, that much has been
obvious for years and to be fair, it makes good business sense. The
world is full of easy to use programming languages and workflow style
products, so why try to compete with low cost/free solutions? What
puzzles me is why AR System still exists given the numerous issues
reported to this list - why hasn't BMC bitten the bullet and gotten rid
of the parts not already written in Flash? I'm not suggesting it's a
smart option, because customising ITSM is a useful sales point, but it's
easy to script Python and modern, transactional database technology is
available for free.

I used SNOW the other day. I selected a category and waited for workflow
to fire - it reminded me of Mid Tier 5.1, ie abysmal performance. It's
not all that great, but sadly, neither is the ITSM installation process.


John

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Re: BMC should have made upgrades easier - Customers loosing interests

[Jim Coryat (jcoryat)]

Vivek,

Is this all included as part of our support agreement?

Jim Coryat
Senior Software Engineer
Micron Technology, Inc.


-Original Message-
From: Vivek Patil [mailto:vivek_pa...@bmc.com] 
Sent: Wednesday, March 12, 2014 12:05 AM
Subject: Re: BMC should have made upgrades easier - Customers loosing interests

Hi All,
   BMC has a dedicated AMIGO Team to assist and guide customers in their 
upgrade plan .   
If needed , ITSM Customer Engineering [ i mean RD ] Team will step in to 
unblock customer upgrade issue .

With 8.1 SP1 , we have shipped CONFIGCHECKER tool ; previously known as 
pre-checker .
a] Tool and its read-me file is available within the AR 8.1 SP1 installer zip . 
b] Before one starts the fresh install or upgrade , one can execute all checks 
using the config checker .
c] It checks configurations as well as ITSM Id violations which will point out 
the violations if any.
d] This way , most of the install  upgrade issues are fixed before starting 
the upgrade.
e] There is BPCU Tool to find out improper customizations and fix them before 
upgrade.

**IMPORTANT** :
1] We have published Cook-book for ITSM Suite 81 Upgrade document on BMC 
Remedy Community group.  Please click here to check the BMC Community blog post 
:

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/08/07/upgrading-to-bmc-remedy-81-things-that-you-really-need-to-know

2]  AMIGO Assistance Program FAQ's :
A] Do we have any template for the data we need from customers ?
## BMC AMIGO team has developed a collateral that we will be providing 
customers and using this collateral the expectation is that customer will 
describe the a detailed upgrade plan. Once the plan has been developed they 
will come back to BMC Support and our AMIGO team will review their detailed 
plan and provide feedback on any red flags and/or reinforce crucial steps of 
the upgrade. 

B] Where can we track/check all this data ? Will it be  the BMC communities or 
a dedicated AMIGO site having the current status for each AMIGO support case.
## In the AMIGO process customers will contact Support via a Support ticket and 
these tickets will be tagged with the keyword AMIGO in the Memo field and this 
how it is tracked. 


 We look forward to help customers in the upgrade or  migration  to latest 
 8.1 SP1 ITSM Suite .

Thanks,
Vivek Patil

Disclaimer: 
a] This document compliments and DOES NOT replace the existing product 
documentation. Please follow the blog post to receive more updates. 
b] The opinions, statements, and/or suggested courses of action expressed in 
this E-mail do not necessarily reflect those of BMC Software, Inc. 
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Re: configure load balancer between Web servers and application servers

[Jim Coryat (jcoryat)]

Mahmoud,

I am not following what you are after.  In our environment we have multiple mid 
tiers and multiple app servers.  We have load balancers in front of both the 
mid tier and app servers.  For the mid tiers all the traffic is over ports 443 
and 8443.  For the app servers the traffic is over ports 21324 and 111.

What were you looking for specifically?

Jim Coryat
Senior Software Engineer
Micron Technology Inc.

From: mahmoud mahdy [mailto:mahmoud_ma...@live.com]
Sent: Wednesday, February 26, 2014 1:55 AM
Subject: configure load balancer between Web servers and application servers

**
Dears,
I have two web servers and two application servers and I'd like to define a new 
load balancer between web and application servers with  at least connection  
option.
we are on 7.6.04 version
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Re: CMDB 7.6.4

[Jim Coryat (jcoryat)]

Kathy,

Unfortunately this is a depends answer.  Depends on how many CI's are in your 
environment, depends on how clean and consistent  your source data is.  Depends 
on whether your BMC.ASSET data is consistent, it depends on whether your 
identification rules are clearly defined and consistent with your source and 
target data.  Depends on how dynamic your data is (constantly changing or 
relatively consistent).

I rarely if ever experience an error free run in recon.  However, reviewing the 
logs I typically am able to determine why the error occurred and what I can do 
to remediate the issue.  Because of the configuration drift and the consistency 
of the procedures used to bring the physical CI in and out of the environment, 
maintenance is a constant in our environment.

Typically the most common error that I come across when identifying CI's is the 
rule comes back with duplicates and thus cannot determine which CI to use the 
recon id from in identification.  For new CI's this is not an issue since it 
does not find a match at all and will auto identify (if you have this enabled).

If you provide more detail, we can probably point you in the right direction.

Jim Coryat
Senior Software Engineer
Micron Technology Inc.

From: Kathy Morris [mailto:kathymorris...@aol.com]
Sent: Wednesday, February 26, 2014 2:59 PM
Subject: CMDB 7.6.4

**
Hi,

Sometimes when we run the reconciliation jobs, we find some of the CIs that are 
Dataset A do not make it to the BMC.ASSET.
For example, the computer may have been created in BMC.ASSET, however the OS 
was not created in BMC.ASSET after reconciliation.
OR
The computer may exist in Dataset A, and not make it to BMC.ASSET after 
reconciliation.

I know there is an error somewhere and I need to troubleshoot the logs.  Just 
wondering if most people are able to run reconciliation with no errors or CIs 
dropped?  Do you usually get 100% error free recon job runs? What is the norm? 
or is this just part of maintenance?


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Re: Atrium SSO with ARS

[Jim Coryat (jcoryat)]

Santosh,

We have been using Java System Solution's SSO solution for two years now and it 
has been flawless.  Great support as well!

Jim Coryat
x34655

From: Santosh kumar s [mailto:santura...@gmail.com]
Sent: Monday, February 17, 2014 11:44 AM
Subject: Atrium SSO with ARS

**
HI All,

Need your suggestions on the below requirements:

Atrium SSO to be integrated with ARS( Mid Tier). in Remedy we will be having 2 
set of people profiles, i) profiles having Blank password i.e they will be 
authenticated from AD
ii)profiles having password in User form.
so, what is the process to be followed to integrate Atrium SSO with Remedy.
I have followed the steps given in Atrium SSO guide for Integrating ARS with 
Atrium SSO and manually configuring mid tier with SSO, but the integration is 
not working if we have AREA LDAP configurations given in ARS.
so request your suggestions if anyone has implemented the above requirements.

Regards,
Santosh Kumar S
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Re: Pull data from CMDB

[Jim Coryat (jcoryat)]

Keep in mind that the Base Element view will only provide those attributes on 
that class.  To get the additional attributes that are specific to a class you 
will need to query that view directly.

BMC_CORE_BMC_ is the prefix for all the class views in the database.  Use the 
views that do not have the trailing underscore.

For Asset data the prefix is AST_ with the same class name as the CMDB class 
that underlies it.

Jim Coryat
x34655

From: shambo maitra [mailto:shamb...@gmail.com]
Sent: Wednesday, January 29, 2014 9:08 AM
Subject: Re: Pull data from CMDB

** Hi Rasmus,
Login to database with aradmin.
Use the class form as table name but replace all white spaces and special 
character with '_'.
Eg-BMC.CORE:BaseElement is BMC_CORE_BASEELEMENT and same way use attributes as 
columns but use where clause as data_set_id=BMC.ASSET if your production 
dataset is same else if you have created some other production /golden dataset 
use that one where clause.
Rrgds
Shambo.



On Wednesday, January 29, 2014, Rasmus JORGENSEN 
rasmus.jorgen...@steria.dkmailto:rasmus.jorgen...@steria.dk wrote:
**
Hi all

Does any of you know which tables in the SQL database contains information from 
the CMDB classes (Base.Element, ComputerSystem etc.) ?

I have to know the sources for exporting the data to Qlikview.


Best regards

R

Oplev Steria: www.steria.dkhttp://www.steria.dk  
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Re: Upgrade from 7.6.4 to 8.1 (and OT:BMC Documentation)

[Jim Coryat (jcoryat)]

Sounds like their help writers took their training from M$ help writers.  
While technically accurate, it provides no value whatsoever

Jim Coryat
x34655

From: Sanford, Claire [mailto:claire.sanf...@memorialhermann.org]
Sent: Tuesday, January 14, 2014 11:24 AM
Subject: Re: Upgrade from 7.6.4 to 8.1 (and OT:BMC Documentation)

**
The wiki site is terrible.  Anyone can change anything!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, January 14, 2014 12:19 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Upgrade from 7.6.4 to 8.1 (and OT:BMC Documentation)

**
I'm pretty sure you have to have ITSM upgraded prior to SRM, even if BMC 
doesn't officially say that.  I don't recall what it is, but I think there is 
some field mapping change or something that would be different and limit the 
functionality.  Then again, I could be wrong.

As far as BMC Documentation, we've had a good laugh around my office about it.  
I've had to make a guide to using RKM because BMC's documentation is not very 
good.  Here's an example of how well documented the status transitions are:

*In Progress - Initial status that is automatically assigned to all articles at 
the time of creation. Articles are visible only to the author until promoted to 
another status.
*Draft - The first status in the workflow.
*In Review - Typically the next step in the workflow.
*Published - Statuses related to publishing articles.
*Closed - Statuses related to closed articles.

This is amazingly bad.  On that same page, there's a hyperlink to take you to 
what you think is going to be more information, but instead it takes you to a 
link to teach you what the word Status means:  Statuses are used to denote the 
current phase of an article within the article's life cycle.

Based on current documentation alone, I would say that someone with no 
experience of prior RKM versions would be able to use the current version.  
There are things like this all through BMC's wiki site.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, January 14, 2014 11:49 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Upgrade from 7.6.4 to 8.1

**
If all I want to do is upgrade ARS and SRM from 7.6.4 to 8.X, does anyone have 
anything that is  step by step on how it should be done.  In the order it 
should be done.

The most frustrating thing is the install of ITSM, you have to install 
everything in a specific order and BMC didn't provide the order list until 
someone on the list created it.

You would think that since BMC makes this so freaking complicated now they 
would give us better instructions.



ITSM 7.6.04 SP2
ARS 7.6.04 SP4
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, January 14, 2014 6:41 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Upgrade from 7.6.4 to 8.1

**
Just to add my $0.02, we're close to moving to 8.1 in production, although 
we're past the technical team testing phase and about to go to UAT.  We did 
already get to 8.1 ARS in Production with ITSM 7.6.4 with no new problems so I 
can vouch for that as well.

There seem to be a few really good new features that come with 8.1 (as 
opposed to 7.6.4, we bypassed 8.0), such as the new SRM, restoring the 
Categorization tabs, the rules based email engine, the automatic screen 
refreshes on Change Management when you go to a new phase, etc.  Several of the 
same old bugs are still around though.  Global Search is still 50% useless, the 
Mid Tier crashes Tomcat as frequently as it had before, and you still have to 
have your users clear their browser cache as often as Windows ME users have to 
reboot their PCs.

Despite not fixing many defects, some of the new features make it worth 
upgrading just to have in place since the users are already used to Remedy's 
quirks.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, January 08, 2014 10:52 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Upgrade from 7.6.4 to 8.1

**
Hi,

We are planning the upgrade from 7.6.4 to 8.1.  Wondering what others have 
experienced with a 7.6.4 to 8x upgrade.  Our company feels this upgrade is 
going to be very difficult. We have never archived any data.  There were over 
100 hotfixes applied to 7.6.4.  Besides the release notes, is there any 
documentation to help with this painful process :) Are there any gotchas? 
Recommendations?

Re: Kelverion Integration Pack for BMR Remedy ARS

[Jim Coryat (jcoryat)]

Jesus,

My experience is that the integration pack for 7.6.04 is free.  If you are 
using Remedy 8.x, you need to purchase the next version of the integration pack.
Kelverion is the group that developed Opalis, which is essentially Orchestrator 
2012 with Microsoft branding all over it.  I expect the next version to be 
significantly different.

Jim Coryat
Micron Technology, Inc.

From: Ortega, Jesus A [mailto:jesus.ort...@lyondellbasell.com]
Sent: Monday, January 13, 2014 3:19 PM
Subject: Re: Kelverion Integration Pack for BMR Remedy ARS

**
We are using Kelverion integrate SCOM 2012 using SCORCH and Help Desk 7.6.04, 
but we found out that the web service integration will no longer work in 8.1. 
So now we need the API version, but they want us to pay extra for it, even 
though we bought Integration pack. They forgot to tell us this when we 
implemented it. They are a small company and the service is a reflection on 
that. I am really surprised that Microsoft didn't just recreate their old API 
for integration from SCOM to Remedy. Instead they pointed us to Kelverion. You 
would think that such a big corporation would pick a big vendor to help 
integrate its products with Remedy. The connector works fairly well with SCOM 
- SCORCH - Remedy, but you have to build your own web services if you are 
using the 7.6.04 integration. They don't provide that for you.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat)
Sent: Monday, January 13, 2014 10:15 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Kelverion Integration Pack for BMR Remedy ARS

**
Todd,

We are using the Kelverion product for AR Server.  I have found that Kelverion 
has been good to work with as a vendor.  They are very attentive to issues that 
we have uncovered in the product and have been quick to provide updated  
versions that address those issues.  The current version is using API level 
integrations in lieu of web services which their early Orchestrator versions 
did.  A very good choice on their part!  My recommendation is to get the latest 
version of the Integration pack and you should be able to perform whatever you 
need in Orchestrator.

Jim Coryat
Micron Technology, Inc.

From: Arner, Todd [mailto:tar...@glhec.org]
Sent: Friday, January 10, 2014 12:40 PM
Subject: Kelverion Integration Pack for BMR Remedy ARS

**
We are currently looking at a product to integrate our Remedy environment with 
Microsoft System Center 2012 Orchestrator.  Right now we are starting to 
evaluate the Integration Pack from Kelverion.  I am just wondering if anyone 
else is using this product?  If you are using it  and have anything you'd like 
to share (good, bad, or indifferent), I'd appreciate your feedback..

Thanks,
Todd Arner
Great Lakes

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FW: Upgrade from 7.6.4 to 8.1

[Jim Coryat (jcoryat)]

We have had issues with the Java plugin server, FTS and mid-tier (reverse 
proxy, IE 10).  We installed 8.1 with no patches in the spring of 2013 and it 
has been challenging from day 1.  However we didn’t see any of these issues 
until we placed a load on the system, except for the reverse proxy issues on 
the mid-tier which we were able to replicate without any trouble.  We upgraded 
the AR server environment to 8.1, but not the ITSM applications.  Most of the 
Java plug-in server issues were mitigated by significantly increasing the 
amount of memory allocated.  The mid-tier issues are to be fixed by a 
forthcoming patch from BMC.  We are still experiencing intermittent issues with 
the Java plug-in server in respect to the AREA LDAP plugin.  The plugin will 
intermittently start failing lookups daily and the fix currently is to restart 
the arserver process which will bring it right back.  No issues with the LDAP 
server it is connecting to.  I suspect more unresolved capacity issues in the 
Java plug-in server.  My guess is that due to the impending retirement of the C 
plug-in server, the Java plug-in server is being more heavily utilized and is 
manifesting these issues under the increased strain.  We are running multiple 
Windows 2008 64 bit servers in a server group, backed with a MSSQL database.  
The underlying hardware is the same from 8.0 to 8.1.

Again your mileage may vary.

Jim

From: patchsk [mailto:vamsi...@gmail.com]
Sent: Friday, January 10, 2014 11:22 PM
Subject: Re: Upgrade from 7.6.4 to 8.1

**
Same here. We actually finished our QA and about to start UAT on our upgrade 
from version 8.0 to 8.1p002.
Found a few timezone related issues which we are working with BMC to resolve.
Our users are global with some areas of the application using site local times.
For us timezone is very important, other than that  we did not see any 
stability issues so far.
Our current production version 8.0 was also very stable. It has been in 
production for more than an year.
We are on linux6.x and Oracle11. So far seems to be stable.

On Friday, January 10, 2014 2:26:09 PM UTC-8, Jason Miller wrote:
**
That is interesting.  My understanding and from what I have seen 8.1 has been 
very solid.  We are upgrading from 8.0 to 8.1 next month so we'll find out 
(although still only using SRM, WO and CM at this time).

Jason

On Fri, Jan 10, 2014 at 7:54 AM, Jim Coryat (jcoryat) 
jco...@micron.comjavascript: wrote:
**
Kathy,
Was there a reason you are electing to go to version 8.1?  We have found that 
8.1 was not a very good release of Remedy for BMC.  We have encountered various 
defects that have caused stability issues with the arserver.exe process.  We 
also encountered issues with the mid-tier and the use of a reverse proxy as 
well as iE 10 incompatibility.  In contrast, 8.0 was much more stable in our 
experience.  If you still intend on 8.1, be sure you get the latest patch 
applied and read everything there is to know about that release.

Jim Coryat
x34655

From: Gadgil, Abhijeet [mailto:abhijee...@bmc.comjavascript:]
Sent: Thursday, January 09, 2014 7:55 AM
Subject: Re: Upgrade from 7.6.4 to 8.1

**
Pl go through webinar below as a start:
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/08/07/upgrading-to-bmc-remedy-81-things-that-you-really-need-to-know

Abhijeet
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:...@ARSLIST.ORGjavascript:] On Behalf Of Kathy Morris
Sent: 08 January 2014 22:22
To: ars...@arslist.orgjavascript:
Subject: Upgrade from 7.6.4 to 8.1

**
Hi,

We are planning the upgrade from 7.6.4 to 8.1.  Wondering what others have 
experienced with a 7.6.4 to 8x upgrade.  Our company feels this upgrade is 
going to be “very difficult.” We have never archived any data.  There were over 
100 hotfixes applied to 7.6.4.  Besides the release notes, is there any 
documentation to help with this painful process ☺ Are there any gotchas? 
Recommendations?
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Kelverion Integration Pack for BMR Remedy ARS

[Jim Coryat (jcoryat)]

Todd,

We are using the Kelverion product for AR Server.  I have found that Kelverion 
has been good to work with as a vendor.  They are very attentive to issues that 
we have uncovered in the product and have been quick to provide updated  
versions that address those issues.  The current version is using API level 
integrations in lieu of web services which their early Orchestrator versions 
did.  A very good choice on their part!  My recommendation is to get the latest 
version of the Integration pack and you should be able to perform whatever you 
need in Orchestrator.

Jim Coryat
Micron Technology, Inc.

From: Arner, Todd [mailto:tar...@glhec.org]
Sent: Friday, January 10, 2014 12:40 PM
Subject: Kelverion Integration Pack for BMR Remedy ARS

**
We are currently looking at a product to integrate our Remedy environment with 
Microsoft System Center 2012 Orchestrator.  Right now we are starting to 
evaluate the Integration Pack from Kelverion.  I am just wondering if anyone 
else is using this product?  If you are using it  and have anything you'd like 
to share (good, bad, or indifferent), I'd appreciate your feedback..

Thanks,
Todd Arner
Great Lakes

The information contained in this communication may be confidential, is 
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privileged. If the reader of this message is not the intended recipient, you 
are hereby notified that any dissemination, distribution, or copying of this 
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received this communication in error, please notify the sender immediately and 
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Re: Upgrade from 7.6.4 to 8.1

[Jim Coryat (jcoryat)]

Kathy,
Was there a reason you are electing to go to version 8.1?  We have found that 
8.1 was not a very good release of Remedy for BMC.  We have encountered various 
defects that have caused stability issues with the arserver.exe process.  We 
also encountered issues with the mid-tier and the use of a reverse proxy as 
well as iE 10 incompatibility.  In contrast, 8.0 was much more stable in our 
experience.  If you still intend on 8.1, be sure you get the latest patch 
applied and read everything there is to know about that release.

Jim Coryat
x34655

From: Gadgil, Abhijeet [mailto:abhijeet_gad...@bmc.com]
Sent: Thursday, January 09, 2014 7:55 AM
Subject: Re: Upgrade from 7.6.4 to 8.1

**
Pl go through webinar below as a start:
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/08/07/upgrading-to-bmc-remedy-81-things-that-you-really-need-to-know

Abhijeet
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: 08 January 2014 22:22
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Upgrade from 7.6.4 to 8.1

**
Hi,

We are planning the upgrade from 7.6.4 to 8.1.  Wondering what others have 
experienced with a 7.6.4 to 8x upgrade.  Our company feels this upgrade is 
going to be very difficult. We have never archived any data.  There were over 
100 hotfixes applied to 7.6.4.  Besides the release notes, is there any 
documentation to help with this painful process :) Are there any gotchas? 
Recommendations?
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Re: How can I limit AIE exchanges to existing CMDB records?

[Jim Coryat (jcoryat)]

Chris,

What you are looking for is located on the actual dataset you are including 
into the activity.  Using your image as a reference, what you are looking for 
is in the Dataset Configuration which is a list of the participating datasets 
in this activity.  Each dataset that is included in this activity is allowed to 
Auto ID which means, if I don't find a matching CI in the production dataset 
using the criteria I specify, generate a Reconciliation ID.  Uncheck the check 
box under Generate IDs in that row and new CI's to the environment will not 
get a Reconciliation ID generated.  The check box you show would not be 
something you want to enable.

Jim Coryat
x34655

From: Danaceau, Chris [mailto:chris.danac...@finra.org]
Sent: Friday, November 01, 2013 11:52 AM
Subject: Re: How can I limit AIE exchanges to existing CMDB records?

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

[cid:image001.png@01CED943.0A0EC760]

--
Thank You,

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

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

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

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

**

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

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



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


--
Thank You,

Chris Danaceau
FINRA




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inline: image001.png

Re: Backpay for Federal Contractors

[Jim Coryat (jcoryat)]

Honestly, this petition should of never been posted.  In all fairness, Deepak 
needs to find some other means to circulate this request.  Like the old saying 
goes, The road to hell is paved with good intentions.  You cannot send 
something like this out and not expect to start some type of political 
discussion.  That would be akin to stating a controversial opinion and not 
letting anyone else respond to that opinion.  Just my $.02

Jim Coryat

From: Joe D'Souza [mailto:jdso...@shyle.net]
Sent: Thursday, October 17, 2013 3:26 PM
Subject: Re: Backpay for Federal Contractors

**
I agree - this isn't the forum to debate the petition.

It's with good intent that Deepak sent out this information, so thanks for 
that, and let's leave it at that.

Cheers

Joe

PS: I am not a Federal Contractor, so I have no direct impact of what happened 
in the recent weeks but just supporting LJ's call to leave this debate outside 
this forum..


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, October 17, 2013 4:27 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Backpay for Federal Contractors

**
Ok...lets stop this thread right there.  This isn't a political forum, and we 
shouldn't be discussing the topic here, it could get ugly REALLY fast...so 
please...everyone that has an opinion (of which I'm one of them)...lets just 
not rise to the bait, and go somewhere political to discuss this subject...but 
let's not do it here, on this list.

On Thu, Oct 17, 2013 at 2:23 PM, pritch pri...@ptd.netmailto:pri...@ptd.net 
wrote:
I don't even think that the govt employees should receive backpay - Kind of 
makes the last 16 days a joke.

- Original Message -
From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Thursday, October 17, 2013 4:21:16 PM
Subject: Re: Backpay for Federal Contractors

**




Sounds like one of the downsides of being a contractor:)








From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tauf 
Chowdhury
Sent: Thursday, October 17, 2013 4:04 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Backpay for Federal Contractors



**


Please sign this as it affects a subset of our Remedy community as well.

Sent from my iPhone



On Oct 17, 2013, at 3:56 PM, Deepak Pathak  
dpathak1...@gmail.commailto:dpathak1...@gmail.com  wrote:




**



Please sign this petition if you agree to provide back pay to Federal 
contractors that did not get paid due to no fault of theirs or had to use up 
all of thier PTO's 





https://petitions.whitehouse.gov/petition/ensure-back-pay-federal-contractors/TfJ9bg0s








Thanks,





- Deepak

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Re: ITSM Web services

[Jim Coryat (jcoryat)]

Personally I would go with three staging forms.  Keeps the number of fields low 
and succinct to the web service you are consuming.  Putting everything on one 
web service/form to me would be increasing the potential for cross application 
contamination as well as creating possibilities for incorrect workflow based on 
the targeted application type.  I tend to rely on the KISS principle.  Keep It 
Simple Stupid.  :^)

Jim Coryat
Micron Technology Inc.


-Original Message-
From: Jiri Pospisil [mailto:pospi.arsl...@gmail.com] 
Sent: Thursday, May 16, 2013 3:58 AM
Subject: ITSM Web services

Hi all,

We are integrating ITSM modules (incident, problem and change) with 
another Remedy system instance through web services.
The plan is to create a staging area in front of OOB integration forms.
Now, the question we are discussing and I would like to ask other 
people's opinion on is:

Would you consider creating just a single web service with one staging 
form behind for all modules using an attribute to distinguish which 
module the call relates to
OR
Would you mimic the OOB approach and create three web services with 
three separate staging forms (one for each module)?

What pros/cons can you think of for each of the approaches?
What other aspects would you consider to choose between the two?

Thanks
Jiri Pospisil

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Re: Midtier over Internet

[Jim Coryat (jcoryat)]

Setting the ports the midtier communicates over is maintained in the tomcat 
instance, in the server.xml file.  Look inside and find where the port 8080 is 
configured, there is typically a commented out section where it shows 443 
configuration.  However you need to create your keystore for your certificates 
to enable SSL.  That is a tomcat specific configuration.

Jim Coryat
Micron Technology Inc.

From: Sandeep Pandey [mailto:sandeep.rem...@gmail.com]
Sent: Wednesday, May 15, 2013 9:06 AM
Subject: Re: Midtier over Internet

**
Thanks Jason.
I have opened port already 8080. Do we mention ssl encryption during 
installation or we can do later after doing configuration setting change in 
midtier?
How to check? Is that https rather than http?

Sandeep Pandey
Remedy Developer

On Wed, May 15, 2013 at 8:21 PM, Jason Miller 
jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote:
**

You only need to open the port for the web server to the World (usually 80 or 
8080 or 8443 or 443). I strongly  recommend using SSL encryption if you are not 
already (I recommend it for internal only access as well).

Jason
On May 15, 2013 7:43 AM, Sandeep Pandey 
sandeep.rem...@gmail.commailto:sandeep.rem...@gmail.com wrote:
**
Dear List,

I have installed Midtier and ARS in single box and remedy web page correctly 
functioning in Intranet network having firewall.
Will it work over the Internet outside the Intranet if firewall setting we 
remove? Or any thoughts?
Do we have any other settings related to firewall from the ARS application/mid 
tier side if we disable/enable firewall?

Web Server Information: Apache Tomcat/6.0.20
ARS 7.6.04 SP4

--
Sandeep Pandey
Remedy Developer
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Re: Remedy Integration with SCOM

[Jim Coryat (jcoryat)]

SCOM does have a list of  the hosts that it is monitoring.  When you install 
the SCOM agent, it does a register with the server.  SCOM does not contain all 
information, it just holds what it needs to do the alerting and monitoring.  
Fortunately, SCCM does contain that information. :)

Using the tools you have indicated, I would do this using this approach:


1)  Use data from SCCM to feed your CMDB (basically your discovery source) 
using AIE or AI.  This will ensure you have the data in your CMDB.

2)  Setup monitoring on the hosts using SCOM

3)  Configure Orchestrator to catch those SCOM alerts that you are truly 
interested in.  Use the SCCM OIP to retrieve the information about the host you 
need to create the incident.  Using that data within Orchestrator, use the 
standard OOB Remedy web services to submit the incident within the same 
workflow you retrieved the data in.

The only variant on this would be to use a database query in the workflow to 
retrieve the detail data about the host instead of the SCCM OIP. And this would 
be only if for some reason the SCCM OIP did not provide the data you needed.  
These pieces of workflow are standard within the OOB Orchestrator environment.  
You will need to read up on the Orchestrator environment to build the workflow 
however.

Hopefully this is helpful.

Jim Coryat

From: Saji Philip [mailto:sphili...@gmail.com]
Sent: Tuesday, May 07, 2013 9:11 PM
Subject: Re: Remedy Integration with SCOM

**

Also, Seamless technologies offers a SCOM connector for Remedy.  More expensive 
then Kelverion though.
On May 3, 2013 10:30 PM, vivek garg 
anupgar...@gmail.commailto:anupgar...@gmail.com wrote:
**
But How would I get the data into remedy CMDB from SCOM.
Does SCOM has it's own database which contains all information about CI's (like 
server's etc) ?
First before integrating SCOM with Remedy we need to get synchronization 
between Remedy CMDB and SCOM as our requirement is that whenever any alert on 
any server comes, then the automatic incident opened in remedy should contain
all information about that server (like sever name, it's configuration ,etc.). 
How would I ensure that ?

I will try to see what could help me to integrate remedy with SCOM. The issue 
is that we do have a lincense for Orchestrator but we could not purchase any 
license for Integration packs or connectors from Keleverion so I am not sure we 
could use it or not :(

The only tools I could use is Systems center Operations Manager and System 
center Orchestrator.
Is this integration possible using these two ? And we have to use windows 2012 
and SCOM 2012 only :(

Please suggest.
On Fri, May 3, 2013 at 8:31 PM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
This is something I may be looking at in the next year or two as well so I 
wanted to jump in and ask a question.  For other integrations leveraging web 
services, I like to use Incident Templates, for example, to create Incidents.  
That way I can dynamically change the data on the Template to affect what the 
Integration does, without needing to actually modify code.  Would that be an 
option in this case to make the integration easier?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jim 
Coryat (jcoryat)
Sent: Friday, May 03, 2013 9:15 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG

Subject: Re: Remedy Integration with SCOM

**
We have Remedy and System Center.  We are currently upgrading to Orchestrator 
2012 along with all the other components (essentially System Center 2012).  
What you need for this to work (IMHO) is along with SCOM is Orchestrator and 
the Orchestrator Integration Pack (OIP) from Kelveriron and the OIP from 
Microsoft for SCOM.  You could roll your own Remedy OIP using queries and 
consume the remedy web service to submit the incident if so inclined.  This is 
what it appears the OIP from Kelveriron is doing, but that is from a cursory 
examination.  The plus side is that you don't have to put the client binaries 
on the Orchestrator server.  The integration pack that worked with Opalis (now 
known as Orchestrator) worked a little differently and frankly I think was much 
easier to use, but it doesn't work with Orchestrator.  The only real challenge 
I see with the Kelveriron OIP is mapping your data to the new Remedy incident.  
If you have a lot of fields it becomes tedious.  Use the SCOM OIP to catch the 
event, use the sql query to get your information about the host that is 
throwing the event and then submit using the Remedy OIP.  Not really all that 
difficult until you start getting the request to treat different hosts with 
unique behavior.

Jim

From: Saji Philip [mailto:sphili...@gmail.com]
Sent: Thursday, May 02, 2013 9:10 PM
Subject: Re: Remedy Integration with SCOM

**

I have documentation from

Re: Remedy Integration with SCOM

[Jim Coryat (jcoryat)]

The first thing to consider is if your Remedy CMDB is being populated from a 
discovery source?  What you have to know is if the Remedy CMDB is already 
populated with the detail data that you need for your incidents.  Best practice 
would be to have your CMDB updated with current information, what I call 
discovery.  If you have a basic discovery process or procedure and you feel 
all your CI's are in the CMDB, then you may only need to do what I call 
enrichment which is adding specific data from other external sources that is 
not being populated by your discovery process.  So in short you need to have 
your house in order with respect to your Remedy CMDB before you start inserting 
incidents and want to leverage additional information on the incident.  If it 
was me, I would associate the affected CI to the incident when you do the 
submission through Orchestrator.  You could also provide this detail in the 
description on the incident and forgo the association to the CI, but that would 
not provide the full picture.  The other ITSM modules leverage incidents and 
associated CI's to perform to their full capacity and provide the value from 
your investment.

To answer your questions:

1.  It can be considered similar, M$ has another product in the System 
Center suite that provides similar functionality as Remedy Incident called 
System Center Service Manager.  However it does not measure up to the 
functionality offered by the BMC ITSM suite of applications at this time.

2.  As I mentioned above, if all the data you need is in the CMDB already, 
then nothing is required here.  If not, then you need to have an external 
process synchronizing the data.  You could potentially do this during the 
incident creation so that when the incident is created, the CI is current at 
the time of submission.  However, this would be a significant effort.  You will 
need to get specific metrics on the timeliness of this requirement before you 
can ever hope to fulfill it.

3.  This is a very broad question.  SCCM is a system management tool.  It 
pulls its information from the hosts that have the client installed.  The 
direction of synchronization would be from SCCM into the CMDB.  One direction 
only.  This would involve an understanding of the reconciliation process within 
Remedy as well as an understanding of where the attributes source of truth is 
to do this correctly.

4.  Yes this is possible, this would take multiple mappings of the data 
within SCCM to the CI classes and the relationships between those classes.  If 
there is off the shelf software to do this, you would be well advised to 
investigate it.  This can be a big job, depending on how much detail you want 
in your CMDB from your discovery data.

Does this make it clearer?

From: vivek garg [mailto:anupgar...@gmail.com]
Sent: Wednesday, May 08, 2013 12:51 PM
Subject: Re: Remedy Integration with SCOM

**
Hi Jim,

Thanks for the solution.
However, Please help me understand more on this Use data from SCCM to feed 
your CMDB (basically your discovery source) using AIE or AI.  This will ensure 
you have the data in your CMDB.

I know that remedy CMDB is very huge database and I am totally new to SCCM. 
CMDB has various classes (Endpoint, Computer system etc.) and I want to know 
even If I create a job using AI ,then what would I map in data mapping process 
on both side (SCCM and Remedy CMDB).

1.  Is SCCM is similar in anyway to Remedy CMDB ?
2. Which data from SCCM I have to put into Remedy CMDB?
3. would I be able to keep both SCCM and CMDB data in sync ?
4. Could SCCM also provide us the information about all related componenets 
that CMDB is capable of ?

Please suggest.
Thanks  Regards,
anup

On Wed, May 8, 2013 at 8:04 PM, Jim Coryat (jcoryat) 
jcor...@micron.commailto:jcor...@micron.com wrote:
**
SCOM does have a list of  the hosts that it is monitoring.  When you install 
the SCOM agent, it does a register with the server.  SCOM does not contain all 
information, it just holds what it needs to do the alerting and monitoring.  
Fortunately, SCCM does contain that information. :)

Using the tools you have indicated, I would do this using this approach:


1)  Use data from SCCM to feed your CMDB (basically your discovery source) 
using AIE or AI.  This will ensure you have the data in your CMDB.

2)  Setup monitoring on the hosts using SCOM

3)  Configure Orchestrator to catch those SCOM alerts that you are truly 
interested in.  Use the SCCM OIP to retrieve the information about the host you 
need to create the incident.  Using that data within Orchestrator, use the 
standard OOB Remedy web services to submit the incident within the same 
workflow you retrieved the data in.

The only variant on this would be to use a database query in the workflow to 
retrieve the detail data about the host instead of the SCCM OIP. And this would 
be only if for some reason the SCCM OIP did not provide the data you needed

Re: Data Import Suggestions

[Jim Coryat (jcoryat)]

Agreed, but not everyone has an understanding of how to utilize an API level 
interface.  For those, the Remedy Data Import Tool suffices.

Jim Coryat
x34655

From: Alan Truelove [mailto:truelove.a...@yahoo.com]
Sent: Wednesday, May 08, 2013 12:25 PM
Subject: Re: Data Import Suggestions

**
Use  Remedy Java API -- I have done this precise task (Inputting large  batch 
CI -- Access db, EXCEL, csv files, etc etc into Asset forms) several times over 
the past few years, it is much faster and less troublesome than the standard 
Remedy tool(s).
571 242 0153.  Best wishes.



From: Abdullah Baytops 
abayt...@onefederalsolution.commailto:abayt...@onefederalsolution.com
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wednesday, May 8, 2013 11:50 AM
Subject: Data Import Suggestions

**
I wanted to know what suggestions anyone would have on the easiest way to 
import information into the (Asset Module ) specifically the AST: Equipment 
form of ITSM 7.6.04?

V/R
Abdul Baytops


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Re: Remedy Integration with SCOM

[Jim Coryat (jcoryat)]

We have Remedy and System Center.  We are currently upgrading to Orchestrator 
2012 along with all the other components (essentially System Center 2012).  
What you need for this to work (IMHO) is along with SCOM is Orchestrator and 
the Orchestrator Integration Pack (OIP) from Kelveriron and the OIP from 
Microsoft for SCOM.  You could roll your own Remedy OIP using queries and 
consume the remedy web service to submit the incident if so inclined.  This is 
what it appears the OIP from Kelveriron is doing, but that is from a cursory 
examination.  The plus side is that you don't have to put the client binaries 
on the Orchestrator server.  The integration pack that worked with Opalis (now 
known as Orchestrator) worked a little differently and frankly I think was much 
easier to use, but it doesn't work with Orchestrator.  The only real challenge 
I see with the Kelveriron OIP is mapping your data to the new Remedy incident.  
If you have a lot of fields it becomes tedious.  Use the SCOM OIP to catch the 
event, use the sql query to get your information about the host that is 
throwing the event and then submit using the Remedy OIP.  Not really all that 
difficult until you start getting the request to treat different hosts with 
unique behavior.

Jim

From: Saji Philip [mailto:sphili...@gmail.com]
Sent: Thursday, May 02, 2013 9:10 PM
Subject: Re: Remedy Integration with SCOM

**

I have documentation from Kelverion I can forward to you.  Systems Center 
Orhestrator was formerly called Opalis.  If your running Microsoft you should 
already own it.  Theres quite a few documantation on Orhestrator on the 
Microsoft website.

Just send me your contact info to 
'sphili...@hotmail.commailto:sphili...@hotmail.com'
On May 2, 2013 9:58 PM, Rick Cook 
remedyr...@gmail.commailto:remedyr...@gmail.com wrote:
**

I have built a couple of simple things in the Opalis Orchestrator, but that was 
a few years ago.  I would do some digging on Microsoft's website to get more 
current information.

Rick
On May 2, 2013 7:54 PM, vivek garg 
anupgar...@gmail.commailto:anupgar...@gmail.com wrote:
**
Hi Rick ,Saji,

If I start learning system center orchestrater, then how should I start and 
from where should I learn about it as I have no prior knowledge on orchestrator 
or on System center. Do you have any kind of documentation which would help me 
understand this type of integration. Even I read soemwhere that Using 
orchestrator would be best option for these type of integrations.

Rick,
Have you done it without using orchestrator?
On Fri, May 3, 2013 at 8:15 AM, Rick Cook 
remedyr...@gmail.commailto:remedyr...@gmail.com wrote:
**

It seemed as though the new MS app, formerly known as Opalis, was similar in 
its build interface to the Remedy Abydos designer.  I would think there would 
be a CLI/API connection that would work.

Rick
On May 2, 2013 7:36 PM, Saji Philip 
sphili...@gmail.commailto:sphili...@gmail.com wrote:
**

We use the Microsoft integration to create Remedy incidents from SCOM 2007.  We 
are in the process of upgrading SCOM to 2012 and microsoft no longer supports 
that connection.  The new way is using Systems Center Orhestrater and run books 
utilizing a connector developed by Kelverion.  I hear Kelverion is working on a 
similar API connector used by Microsoft and it will be more functional (not 
creating just tickets).  Not sure if BAO can be used to integrate with SCOM..
On May 2, 2013 9:13 PM, Anup Garg 
anupgar...@gmail.commailto:anupgar...@gmail.com wrote:
Hi,

I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 
2008 R2 .
I need some help on steps required to integrate SCOM with BMC Remedy. Our 
requirement is like as follows :

SCOM should raise an alert whenever any server goes down and then from that 
alert an incident should be created automatically in BMC Remedy with the 
information to be picked up from CMDB about that server.
Our incident should autmatically populates the entire summary about that 
server(CI in atrium cmdb) .
Is it possible ?

Please share some steps or any dcoument if anyone has done that before.

Thanks,
Anup

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Re: An unexpected fork in the road...

[Jim Coryat (jcoryat)]

I have said this many times, BMC excels at shooting themselves in the foot.  
This is another case in point.

They will understand this when they try and fill your position with some other 
manager that does not have the product knowledge in scope and depth that you 
exhibit.  Good luck in your next adventure.  Glad to hear you will still 
participate in the group!

Jim Coryat
Senior Software Engineer
Micron Technology Inc.
(208)363-4655

From: Easter, David [mailto:david_eas...@bmc.com]
Sent: Thursday, April 04, 2013 7:25 PM
Subject: OT: An unexpected fork in the road...

**

Hi All,



  I watched the movie Moneyball a few nights ago.  Billy Beane (general 
manager for the Oakland A's) had advice for delivering bad news - just give it 
to 'em straight.  So here goes.



  As of April 5th, I'm no longer an employee of BMC Software, Inc.



  While my disclaimer has always stated that my participation in this group 
wasn't an official function for BMC, obviously this turn of events puts a 
significant kink in my continued involvement in the ARSList. :-)  Note that 
this is in no way a result of the April Fool's posting that I sent out... lest 
someone jump to an errant conclusion.   I won't be able to discuss any details 
of the situation, but you guys deserved to hear the news straight from the 
horse's a er... mouth.



  This has been an amazing 7 years of my career and all of you are the reason 
for that.  This is the most vibrant, animated and supportive group I've ever 
had the pleasure to be a part of.  I've met many of you in person, talked with 
even more in virtual space, but I feel like a part of a family with all of you. 
 I will truly miss the opportunity to represent the brand and products that you 
channel so much passion and positive energy towards.



   This E-mail address (david_eas...@bmc.commailto:david_eas...@bmc.com) will 
cease functioning, but I've created a new E-mail address 
(david_easter...@yahoo.commailto:david_easter...@yahoo.com) and subscribed to 
the list as a private citizen.  I'll continue to contribute what I can - just 
from a different vantage point.  So this isn't goodbye - just a change in the 
weather...



-David J. Easter
(Previously) Manager of Product Management, AR System

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: Coldwell Banker Real Estate Real Estate | Check Out Exclusive Properties For Sale At Lower Price

[Jim Coryat (jcoryat)]

I have worked with this person, I think this is something that was sent out 
unknowingly on his behalf...

Jim Coryat
Senior Software Engineer
Micron Technology Inc.

From: Joe D'Souza [mailto:jdso...@shyle.net]
Sent: Thursday, April 04, 2013 5:35 PM
Subject: Re: Coldwell Banker Real Estate Real Estate | Check Out Exclusive 
Properties For Sale At Lower Price

**
*L * O * L *


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, April 03, 2013 10:21 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Coldwell Banker Real Estate Real Estate | Check Out Exclusive 
Properties For Sale At Lower Price

We might be but only if there are ARSystem Servers in the living room.

... Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sreekanth Gangavarapu
Sent: April 3, 2013 8:16 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Coldwell Banker Real Estate Real Estate | Check Out Exclusive 
Properties For Sale At Lower Price

**
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You might be interested in these Coldwell Banker Real Estate properties. Make 
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Property Management/Marketing Team
Coldwell Banker Real Estate Listings  Homes Properties Inc.
All Rights Reserved 2013
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Re: ARS Wiki

[Jim Coryat (jcoryat)]

many times do people complain about doc bugs that never get corrected until 
the next version comes out?

Very good point Anne!  I'm willing to give it a shot if we can expect updates 
being more timely.  Seems like a win given the alternative.

Jim Coryat
x34655

From: Brock, Anne [mailto:anne_br...@bmc.com]
Sent: Friday, November 02, 2012 11:13 AM
Subject: Re: ARS Wiki

**
I believe the wiki was used for all the ITSM 8.0 beta customers, so we got 
feedback through that as well.

I am personally a big fan of locally stored PDFs; but once I learned out to 
create complex ones from the wiki my life was good.  (Go to browse/advanced 
first; select pdf export; select the pages you want in your doc; then click 
export)

I know - I still want the set of PDFs available pre-made when a new version 
comes out without it being one huge doc... I love the master index. But how 
many times do people complain about doc bugs that never get corrected until the 
next version comes out?

Still some tweaking to be done on the site, but I think as we all get used to 
it we'll be happier with it!
Anne



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 02, 2012 9:52 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
David,

Let's see...

BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in 
the general session (I
know because I discussed it).  And, this has been talked about in User Groups 
and other gatherings in the
year since then.

BMC has some products that are using wiki based documentation - the ADDM 
product for example - and
have been for several years and have gotten a lot of positive customer feedback 
on the concept.

BMC did have discussions with various advisory boards and customers in general 
about the concept of moving
to a new approach for documentation and received pretty much universal comments 
that a move to a more
interactive approach that is available from anywhere, can be linked easily, can 
be commented on and updated
quickly was a good approach to take.

No, BMC did not talk with every customer individually about the change, but 
there was over a year of prior
discussion that there was going to be a change and there was exploration of the 
topic with many customers
well in advance of any move.

Yes this is different (and I am someone who loves books and want the paper in 
my hands and refuses to use
electronic books of any form).  There is a different feel and there is a 
different interaction paradigm.

There have been several comments from folks where there have been problems 
interacting with the docs.  If
you have comments/suggestions about specific data or specific pages, definitely 
use the comments section
and as has been shared, the doc team is actively watching and responding to 
comments.  If there are larger
issues like general navigation concerns or problems getting to functions like 
printing, just include a note in your
posting that you would be willing to talk with the doc team about your 
experience and I am sure that I can
have someone in contact with you to listen to your feedback (just like there 
was a team at WWRUG 2012 to
do just that) and see if there isn't something more generic that can be changed.

Overall, the idea of online doc, more wiki style is a style of documentation 
that more and more customers are
asking for and expecting.  There was a similar reaction to the change from 
printed documents to on-line only
documents that happened 5 to 7 years ago.

If you are having challenges, please leave comments or volunteer to have a 
discussion with the doc team so
they can provide the best doc experience possible.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark
Sent: Friday, November 02, 2012 9:38 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
ARS 8 was released September 20, correct?  So asking for opinions on the change 
a month later at RUG isn't what I'm suggesting.  I'm asking if proper 
consultation with the developer community... the primary users of such 
documentation... was held prior to making the decision.  Apparently not, given 
the current discussion.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: Friday, November 02, 2012 11:30 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new 
documentation.   Any one could schedule time to sit with the developers and 
discuss.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
David M. Clark
Sent: Friday, November 02, 2012 12:27 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: 

FW: SQL or Oracle

[Jim Coryat (jcoryat)]

We initially installed with Sun/Oracle as the database.  We recently migrated 
to MSSQL (April) for a number of reasons, licensing cost and case insensitivity 
being a couple.  We don't regret making the change one bit.  The database has 
performed flawlessly since implementation.  We have VERY good Oracle DBA's and 
case insensitive searches were a sticking point.  It really is go with the 
database you have the most expertise with, I haven't seen really all that much 
difference in performance between the databases where it would affect how the 
arserver process runs.

Jim Coryat
x34655

-Original Message-
From: Hullule, Kiran [mailto:kiran_hull...@bmc.com] 
Sent: Thursday, October 04, 2012 6:53 AM
Subject: Re: SQL or Oracle

Yes, and that's only applicable to Oracle database.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lou
Sent: Thursday, October 04, 2012 6:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL or Oracle

You have to rebuild your ootb indexes to inlude case insensitive otherwise the 
bmc indexes will not be used.



On Oct 4, 2012, at 8:38 AM, Hullule, Kiran kiran_hull...@bmc.com wrote:

 Case insensitive searches can perform very slows and can cause performance 
 bottleneck at the remedy application layer as case insensitive queries may 
 cause full table scan over unique index scan, I would go for Oracle.
 
 
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
 Sent: Friday, September 28, 2012 8:06 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: SQL or Oracle
 
 There was a recent discussion on this, if you check out the list archives.
 
 I'm not a dba, but one thing I'm looking forward to with MS SQL, if we move 
 to it from Oracle, is the case-insensitive searching without having to do any 
 special setup on the db side.
 
 David
 
 David Durling
 University of Georgia
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
 Sent: Friday, September 28, 2012 10:25 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: SQL or Oracle
 
 Oracle is not bad either.   Usually I ask what does your company support
 most.  If you have better people for Oracle then choose Oracle, same goes
 for MS-SQL.
 
 Fred
 
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
 Sent: Friday, September 28, 2012 9:22 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: SQL or Oracle
 
 **
 The question I find most relevant is what platform your organization has the
 resources to support.  Most of us can handle most day to day MSSQL
 tasks.  Not so with Oracle, which requires someone trained and experienced.
 Rick
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
 Sent: Friday, September 28, 2012 9:08 AM
 To: arslist@ARSLIST.ORG
 Subject: SQL or Oracle
 
 All,
 
 I am setting up a brand new ARS with ITSM. The big decision is whether to go
 with SQL or Oracle as the backend.
 
 I prefer SQL; management thinks Oracle.
 
 Without starting a frightening Friday foray on the List, does anyone (LOL) on
 the list have an opinion? I really need some feedback with the Pros  Cons of
 using either DB that I can take to my managers.
 
 So you know, the system is for an organization that will support about 3000
 end users (Support staff plus customers). We have the entire ITSM suite to
 deploy which will be accomplished in stages. We will start with Asset and
 Incident Management then move onto Change and Release then to SRM.
 
 Anyone?
 
 Thank you,
 
 Sandra Hennigan
 Remedy Developer
 
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Re: unqualified searches

[Jim Coryat (jcoryat)]

What we found was on an Oracle server is that it would get all the rows of the 
query and then return the first X in the list limit.  This really didn't 
resolve the issue on the server side.  After moving to MSSQL and looking at the 
SQL that ARServer generates, it uses the TOP statement with the list limit, so 
this is limited on the database and those extraneous rows are never sent to the 
AR server.

We have two AR servers, one is used for user connections, the other is for 
AIE\CMDB\Bulk Updates.  For the user facing server we allow unqualified 
searches, but limit the rows to 3000.  This has proven to be a suitable middle 
ground and we haven't had much of an issue with poorly formed queries.  The 
other backend type server, we don't limit it in either regard.

Jim Coryat
Senior Software Engineer
Micron Technology Inc.

From: Saji Philip [mailto:sphili...@gmail.com]
Sent: Wednesday, August 29, 2012 6:07 PM
Subject: Re: unqualified searches

**

Hello Paul,

There are ways around the unqualified search issues as you hit upon.  
Personally, in our org we found unqualified searches caused degradation in our 
performance and at times locking up the mid-tier.

To solve our problem our admin has put in a get list limit.  But we also have 
disallowed unqualified searches.
On Aug 8, 2012 1:54 PM, Hodgdon, Paul 
paul.hodg...@unh.edumailto:paul.hodg...@unh.edu wrote:
**
Is there any harm in allowing unqualified searches in a production environment. 
 We had been told that we should disallow this for production, but we are 
finding that in order to leverage some of the reporting capabilities 
(dynamically choosing parameters such as groups) this option is prohibiting 
this.  In essence this really isn't doing much as a user can do a search where 
incident number is not null.
-Paul


IT Accounts  Remedy Administration Manager
University of New Hampshire
Client Services
Primary: (603) 862-2377tel:%28603%29%20862-2377
Alternate: (603) 862-4242tel:%28603%29%20862-4242
paul.hodg...@unh.edumailto:paul.hodg...@unh.edu
http://accounts.unh.eduhttp://accounts.unh.edu/

The information transmitted in this e-mail, including attachments, is intended 
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recipient, is prohibited.  Responses to this e-mail must not include any 
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Re: Migration from Solaris/Oracle to Windows/MSSQL

[Jim Coryat (jcoryat)]

We used the process that Misi outlined and it worked very well.  Our 
installation is enterprise level with over 1000 incidents created daily and we 
were able to complete the migration with 4 hours of downtime.  The actual data 
migration was less, the rest was coordination between the team members and 
validation of the migration before releasing the system to the customers.

Jim Coryat
Micron Technology Inc.

From: Jason Miller [mailto:jason.mil...@gmail.com]
Sent: Wednesday, June 13, 2012 12:30 PM
Subject: Re: Migration from Solaris/Oracle to Windows/MSSQL

** For the data move there is also Meta-Update.  It isn't as free as RRR|Chive 
but very flexible.  If you are moving like for like ITSM version (you didn't 
mention the versions or if it is even ITSM) then  RRR|Chive will do the trick.  
If you need to massage data, relationships, CMDB classes, roles and permission 
groups when going from an older version of ITSM to a newer one the Meta-Update 
maybe worth it.

http://www.softwaretoolhouse.com/product/SthMupd/index.html

No matter what using a tool that goes through the Remedy api is the way to go.  
If you did a the conversion at the db level that conversion will always be held 
in question if problems arise down the road (aka that method is not supported 
by BMC).

Jason
On Wed, Jun 13, 2012 at 6:51 AM, Misi Mladoniczky 
m...@rrr.semailto:m...@rrr.se wrote:
Hi,

Do a fresh install, import the definitions (maybe using Migrator).

But use RRR|Chive instead to move the data. It is faster and more robust
in this regard, and is designed to handle a high volume of records.

Documentation, no login required:
https://www.rrr.se/c/doc/rrrchive/?arslist

Download and configuration:
https://www.rrr.se/cgi/rrrchive/main?arslist

   Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Hi All,

 We're currently in the process of moving a Solaris/Oracle (11g) based
 system to a Windows/MSSQL (2012) environment. While using Migrator should
 absolutely work, the fastest way would be to just import the Oracle DB
 into the new MSSQL DB and we'd prefer that. The problem here is, that
 there are two providers in MSSQL to import data from Oracle databases and
 both don't manage to import all data completely and correctly. The .net
 Framework Data Provider for Oracle doesn't copy views, but manages to
 import all data, but the views would be required for the AR server to
 function correctly. The Microsoft OLE DB Provider for Oracle does copy
 views as well, but doesn't set the correct data types when creating tables
 and thus fails to import data after some time.
 The question is: has anyone performed a migration from Oracle to MSSQL by
 just importing the database to the MSSQL server? Or should we just stick
 with the Migrator for this matter?

 Regards
 Jan Hartung


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Re: POLL: would you like the user tool back (7.6.04)

[Jim Coryat (jcoryat)]

Claire, you make a good point which I agree with.

Regarding the workflow, it seems BMC is trying to go cheap by taking the 
development offshore (speculation on my part), but not choosing the best 
resources while doing so.  Regardless, issues like that typically arise from 
the left hand not knowing what the right is doing.  While placing deadlines on 
development teams, they start using slash and burn coding techniques which 
result in the aforementioned problems as well as the continued poor testing 
practices.  Some of the defects we continuously run into always brings up the 
phrase Did they even test this?.

I could live without the user tool if the app was well written.  As it sits 
now, the interface is still a kludge.  They take functional aspects (CMDB Class 
Manager), make it pretty and render it nearly useless.  Unfortunately with the 
extensive use of flash in ITSM, the user tool is virtually useless.

Jim

From: Sanford, Claire [mailto:claire.sanf...@memorialhermann.org]
Sent: Tuesday, January 03, 2012 8:42 AM
Subject: Re: POLL: would you like the user tool back (7.6.04)

**
John,

You just made the key observation:

Well written apps, with purposefully designed interfaces is the future.

The problem with ITSM 7.6. is that it is NOT well written.

Something that used to take 3 pieces of workflow, now takes 15.

Fields that serve the exact same function from one application to another now 
have different names and field IDs.  It took Kelly and team years to get it all 
together to just have it taken back to the beginning.

Why have all these extra z1_D and z1D fields when they really are not necessary?

If you ask some of the old timers in BMC/Remedy Tech Support, they are 
perplexed at why things are done the way they are.

So, if it was well written, I would not want the user tool back.. let me say 
that I would like the user tool back just for some admin functions.  To be able 
to see if work flow is in place without having to clear caches etc...

Claire

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, January 03, 2012 8:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: POLL: would you like the user tool back (7.6.04)

** NO

The User Tool was created 20 years ago -- when you were sitting right on top of 
the database.

The world has moved a long way since then.

Business needs apps that are drop dead easy, and flawless...

The User tool has so much auto stuff in it (copy to new, clear all fields, 
etc...) - that routinely breaks workflow or is minimally a distraction to the 
user.

Well written apps, with purposefully designed interfaces is the future.


-John


On Tue, Jan 3, 2012 at 8:10 AM, patrick zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:
** Curiosity poll:
Of those who have tested, or used   7.6.04 ((only)) please:

Would you like to see the user tool come back?  (don't need comments:: just yes 
or no: OR yes yes yes to show your support is allowed.. lol)

yes or no:


I am not saying it is going to happen: I am not giving any indication it ever 
will ! I know nothing:: just asking..

--
Patrick Zandi
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_



--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com
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FW: Remedy Server Group issues

[Jim Coryat (jcoryat)]

If your customers can take a little down time, our approach is to:

Turn on administrator-only mode on servers in group
Restart servers to kick rest of users out
Break Server Group
Shut down primary server (OLTP - Disable admin operations checked)
Perform migration to secondary server (Disable admin operations unchecked)
Perform smoke testing on changes
Start primary server
Rejoin Server Group
Turn off administrator-only mode on servers

We found that the system load our servers were continuously under, having users 
accessing Remedy while making updates (especially high traffic forms etc.) was 
unfeasible and caused more problems than having the system unavailable to them 
for a short period.  We only release updates quarterly so the downtime is not 
excessive.

HTH

Jim
-Original Message-
From: Andrew C Goodall [mailto:ago...@jcpenney.com] 
Sent: Friday, November 04, 2011 1:16 PM
Subject: Re: Remedy Server Group issues

Yeah make sure you don't have dev-cache mode switched on.
Our Delay-Recache-Time: 300
You also may want to try adding:  Select-Query-Hint: NOLOCK


Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jeyaprakash
Sent: Friday, November 04, 2011 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Server Group issues

Hello everybody,

We have Remedy in  server group environment. Everytime when we migrate objects 
to Remedy database locking happens and users are not able to use Remedy. I 
guess this is due to server sync or cache issue. 

Remedy documentation suggest couple of points. Anybody has implemented this. If 
so can you please suggest which settings work fine.

Thankyou,

Configure the AR System server to control memory use
Implement the following AR System server configuration best practices:
Set the following AR System server configuration options appropriately:
„ Delay-Recache-Time—Specifies the number of seconds before the server
makes the latest cache available to all threads. The minimum is 0, which means
every API call will get the latest cache (that is, the cache will be copied for 
every
administrative call or for operations such as arsignal). To permit only one
admin copy cache to occur every hour for multiple administrative changes, set
this option to the maximum (3600 seconds).
„ Cache-Mode—When set to development cache mode (Cache-Mode: 1),
prevents the server from creating a second cache during administrative changes
and thus prevents huge memory expansion due to a single action. Development
cache mode has these drawbacks, however:
„ When a change is made, users are blocked until the change is completed.
„ Performance is significantly degraded during long-running API calls or
programs.
Hence, this mode is not recommended for a production environment

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Re: Recon Engine. How to give the maximum precedence to destination's dataset specifics attributes?

[Jim Coryat (jcoryat)]

On the destination dataset you can set the precedence weight to 1000
(max value).  In our environment we have 4 different data sources that
reconcile to our CMDB.  On the destination I set those attributes that
need to be permanent at 700 with the data set precedence set at a lower
value than the attributes.  Keep in mind the value is arbitrary as long
as the destination dataset has a higher value than the source datasets.
It works like this:

BMC Asset:  500 precedence weight on dataset, 700 on attributes that are
permanent
Discovery:  400 precedence weight on dataset, 600 on attributes that I
want propagated

What this allows is a default behavior of not propagating any attributes
except for those that you specifically want propagated.  You will need
to coordinate those attributes among the discovery datasets to ensure
you don't have more than one that is trying to update the same
attribute.  Also keep in mind that the Dataset Merge Precedence Sets
will also function as a tie breaker by order, with the first (lowest
number) in the set winning in case of a tie.

Hopefully this helps.

Jim

 
-Original Message-
From: Sergio Tomillero [mailto:stomill...@gmail.com] 
Sent: Wednesday, March 09, 2011 4:51 AM
Subject: Recon Engine. How to give the maximum precedence to
destination's dataset specifics attributes?

Hi all,

I have information in two source datasets. Applying certain weights, I
reconcilie each one, by separate, to the same destination dataset. The
result is that in destination dataset, for the same ci, I have
information
from source one and source two according to my convenience. This is ok. 

Anyway, there are some fields in destination dataset that I do no want
to be
updated from sources, except if they are null in destination. For
instance,
working in the destination dataset if I updated the value of the field
'Description', I would want to keep this value, not replaced from source
dataset, when a reconciliation from sources took place, except if
Description were null in the destination dataset. How to achieve this
behavior? 

The problem is that I cannot include destination dataset in the Merge
Precedence because it causes an error if a job from a source dataset is
launched twice.

I use CMDB 7.6.0 p1.


Thank you in advance,
Sergio Tomillero

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Re: Migrate Foundation

[Jim Coryat (jcoryat)]

We have a dev and test environment which we refresh from production from time 
to time.  We copy the entire database over to the environment and then update 
the configuration settings to bring it back to represent the targeted 
environment.  There are some good posts in arslist that walk you through the 
process.

-Original Message-
From: Guillermo Alfredo Torres Barron 
[mailto:guillermo.torres.bar...@banorte.com] 
Sent: Wednesday, March 09, 2011 7:02 PM
Subject: Migrate Foundation

H dear listers
We need to migrate foundation data from production server to quality server, in 
your experience, what is the best way to migrate foundation data from a server 
to other?
The architecture is the next for both servers:

Oracle 11g Database
Solaris 10
AR Server 7.6.03
ITSM 7.6.03

Thanks in advance
Greetings from Mexico City

__
Atentamente
Guillermo Alfredo Torres Barrón
Proyectos ARS Remedy
Grupo Financiero Banorte
Calzada de Tlalpan #2980, Col. Ejidos de
Santa Ursula Coapa, C.P. 04850
México, D.F.
Tel Directo: 51746520, ext: 8505-2520


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Database Migration Effort

[Jim Coryat (jcoryat)]

Hello fellow listers!

I have a question regarding the amount of effort required to migrate the
underlying database for ARS from one vendor to another.  I am interested
if anyone has done this and the level of effort that was required as
well as the strategy that you employed (export/import vs. database level
migration).  Thanks for any and all experiences you can share with me.

Jim

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Re: Online vs. Instructor Led On Site Training

[Jim Coryat (jcoryat)]

I've taken both, what I have found is that it really depends on the
instructor.  There are perks for being in the classroom, but I have had
just as good of experiences using the virtual classroom as well as being
in a physical classroom.  Regarding distractions, that depends on the
student.  I've seen students in the classroom fiddling with their phone
and not paying attention.  To me it is what you make out of it, if you
have a good instructor and are motivated to learn the material, that
will make or break the educational experience.

 

~Jim 

From: Joe D'Souza [mailto:jdso...@shyle.net] 
Sent: Wednesday, September 01, 2010 12:30 AM
Subject: Re: Online vs. Instructor Led On Site Training

 

** 

After having a few months of real life experience with SRM, and noticing
the product has stabilized a lot more than its predecessor versions, I
was thinking of taking some training on this.. Any pointers? I believe
there is no option for taking an online course but only classroom? True?

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Chowdhury, Tauf
Sent: Tuesday, August 31, 2010 5:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Online vs. Instructor Led On Site Training

** 

I don't know if they are diminishing or just moving away from
being BMC hosted and being Partner hosted. I've definitely seen a
lot more partner offerings when it comes to instructor led classroom
courses and less from BMC. However, BMC looks like it is pushing all of
the BMC hosted classes to a virtual classroom environment. A good
example of this is the SRM training. It is now completely all virtual
(last I checked). 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, August 31, 2010 5:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Online vs. Instructor Led On Site Training

 

For me, instructor led onsite is the way to go.

Online is advantageous in that you do not have to travel, it is
cheaper, you can work while taking the training, or sit at home and
watch the kids while learning. 

But in my opinion, having to sit in a classroom ensures that you
dedicate 100% of your attention to what is being thought. Without the
distractions of work, family, work... (did I say work?).  Also, there
are some really great instructors which don't mind staying late and
showing you some cool stuff or having their brain picked at. 

 

Are instructor led classes diminishing?

 

Marcelo 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Atherly
Sent: Tuesday, August 31, 2010 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Online vs. Instructor Led On Site Training

 

** 

You do not get the full classroom experence. People attend not
to ask ques(ions. Thus making the lear lless than in a classroom



  From: Jase Brandon [jasebran...@gmail.com]
  Sent: 08/31/2010 04:36 PM AST
  To: arslist@ARSLIST.ORG
  Subject: Online vs. Instructor Led On Site Training


** Hello All,
Does anyone have any preferences regarding Online BMC Training
vs. On site Instructor led training?
I have taken WBT's before and enjoy the experience of taking an
instructor led class on site, but have never done a virtual classroom
instructor led training. 
My concern is that the Online BMC class won't have all the
benefits of the classroom. Thoughts anyone?

Thanks,

Jase Brandon
Quality Technology Services

_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 


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Re: Question on Remedy Performance

[Jim Coryat (jcoryat)]

Sorry for not providing more details.

* We have converted to in-row storage of CLOBs almost two years
ago.  This reduced our database disk space usage very significantly as
well as we saw a small performance improvement.  I will revisit this
with the DBA team and ensure this has not changed.

* We have bumped the memory of the mid tier to the maximum
possible (1.5 gb).  However we are fronting the Apache Tomcat server
with IIS.  I currently have a small project effort to remove IIS
services from the mid-tier hosts.

 

Sean, I will provide this information to our DBA team to compare to our
current settings, thank you!

 

Matt, I will be checking these forms today, thank you for the pointers.
Did you discover this through database tuning activities or just trial
an error?  I have spent some time with our DBA team on performing tuning
activities, however many of the queries are ITSM defined so we have
little ability to make significant changes.

 

Danny, I will be sending you an email shortly, thank you for your
assistance.

 

~Jim 


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Question on Remedy Performance

[Jim Coryat (jcoryat)]

We are running ARS 7.1 patch 006 with ITSM 7.0.03 patch 007.  The
applications for the most part have been out of the box implementations,
we have made some customizations but they have been minor in scope.  Our
application servers are dual 3.0ghz Xeon boxes with 8gb of memory
running windows 2003 Enterprise.  The database is Oracle 11 on a Sun
V440 4 CPU 32gb memory dedicated box.  Both the application server and
database are on gigabit network connections.  This has been bugging me
for a while and I can't seem to figure out why the application server
and database for the most part sit there at an idle, yet we have
lackluster performance of the remedy system in regards to the customer
experience on the desktop and web client.  The performance is not
terrible, however due to the under utilization of the hardware I would
expect better response than what we are seeing.

 

What I'm looking for is some pointers or documentation someone might
know about that would help to identify anything that would be causing
this behavior.  I have read the scalability white papers published by
BMC, which closely mirrors our configuration and this has been of little
value.

 

Jim Coryat 
Micron Technology Inc.


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