Drop Table AR0float
Our environment - Application Server: MS Windows 2003 SP 1 ARS 7.0.01, patch 001 ITSM 6 CMDB 1.1, patch 4 Database Server: MS Windows 2003 SP 2 MS SQL 2005 Our Remedy service suddenly began to run very sluggishly with users reporting long wait times to bring up or to update a case, or to login. This issue occurred for a couple of minutes (5 at most) before it cleared and users were able to access the system normally. A check of the SQL logs at about the time of the slowness revealed the following: /* Tue Oct 04 2011 11:25:37.1530 */DROP TABLE AR0int620 /* Tue Oct 04 2011 11:25:37.1530 */OK /* Tue Oct 04 2011 11:25:37.1530 */UPDATE T28 SET C18255=NULL,C179='AG0019B9BBD70CSCWLTg9ArbDQr#cQ',C18254=5,C5='Remedy Application Service',C6=1317741937 WHERE C1 = '0508322' /* Tue Oct 04 2011 11:25:37.1530 */OK /* Tue Oct 04 2011 11:25:37.1530 */DELETE FROM T25 WHERE C1 = '8337604' /* Tue Oct 04 2011 11:25:37.1530 */OK /* Tue Oct 04 2011 11:25:37.1530 */OK /* Tue Oct 04 2011 11:25:37.1530 */DELETE FROM H25 WHERE entryId = '8337604' /* Tue Oct 04 2011 11:25:37.1530 */UPDATE T29 SET C18022 = 'placeholder' WHERE C1 = '3097234' /* Tue Oct 04 2011 11:25:37.1530 */OK /* Tue Oct 04 2011 11:25:37.1530 */COMMIT TRANSACTION /* Tue Oct 04 2011 11:25:37.1680 */OK /* Tue Oct 04 2011 11:25:37.1680 */SELECT T27.C1,T27.C1 FROM T27 WHERE (T27.C18032 = '00018333725') ORDER BY 1 ASC /* Tue Oct 04 2011 11:25:37.1680 */OK /* Tue Oct 04 2011 11:25:37.1680 */BEGIN TRANSACTION /* Tue Oct 04 2011 11:25:37.1680 */OK /* Tue Oct 04 2011 11:25:37.1680 */DELETE FROM T31 WHERE C1 = '00018333725' /* Tue Oct 04 2011 11:25:37.1680 */OK /* Tue Oct 04 2011 11:25:37.1680 */DELETE FROM H31 WHERE entryId = '00018333725' /* Tue Oct 04 2011 11:25:37.1680 */*** ERROR *** Cannot drop the table 'AR0int620', because it does not exist or you do not have permission. (SQL Server 3701) /* Tue Oct 04 2011 11:25:37.1680 */DROP TABLE AR0float620 This message repeats with references to "drop table AR0float" or "drop table AR0char" or "drop table AR0decimal". I've never seen this before and wonder what does this refer to? Joe Kasell Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Random Email Recipient
Lyle, Thank you for the response. We're tracking along the same lines about defining a group of managers to select from. My question is how to automate the selection of a random alternate manager. I was thinking about a separate form with a table from which to use a filter guide to walk through the table and select a manager. But then the question is making sure that the selection of a manager is done equitably so that no one manager is inundated. I may be making this more difficult that I should, and wanted to know how others may have approached this. Joseph Kasell Global IT Services Information Services Navy Federal Credit Union |> | From: | |> >| |Lyle Taylor | >| |> | To:| |> >| |arslist@ARSLIST.ORG | >| |> | Date: | |> >| |01/25/2010 07:41 PM | >| |> | Subject: | |> >| |Re: Random Email Recipient | >| |> | Sent by: | |> >| |"Action Request System discussion list(ARSList)" | >| --_000_D6A3C9D35C65C14D8E7B5487609CD2A2252F1891E9MBX01ldschurc_ Content-Transfer-Encoding: quoted-printable Content-Type: text/plain; charset="ISO-8859-1" One possibility might be to look at all the Assignee Manager login IDs on t= he tickets you have randomly selected and then randomly select one of the o= ther managers from that list. So, for example, you select X number of rand= om tickets, and among those tickets, there are Y number of managers (where = Y is probably less than X, but must be greater than 1 to be valid). The id= ea would be, for any given ticket, find any other manager in your set of Y = managers that is not the manager of the assignee for that particular ticket. Does that make sense? The idea of using the set of assignee managers for t= he tickets you've picked is mainly to be an easy way to ensure that you're = picking a valid manager. However, there may be other ways to do it, includ= ing maintaining a list of managers that can be chosen from, or finding a wa= y to determine that list automatically via the People form, etc. Lyle From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslis= T.ORG] On Behalf Of Joseph Kasell Sent: Monday, January 25, 2010 2:13 PM To: arslist@ARSLIST.ORG Subject: Random Email Recipient ** Hello listers! Received a heads-up of a possible requirement from management. They are emphasizing a quality review of help desk tickets and one idea wou= ld have workflow that would identify a random subset of help desk tickets, = then send an email with a link for each ticket to a manager so that the tic= ket could be reviewed. At first I thought that this would be easy as I woul= d use an idea published on this board previously to generate that ticket su= bset, and then have the email sent to the manager of the assignee, which is= recorded in the Assignee Manager Login field
Random Email Recipient
Hello listers! Received a heads-up of a possible requirement from management. They are emphasizing a quality review of help desk tickets and one idea would have workflow that would identify a random subset of help desk tickets, then send an email with a link for each ticket to a manager so that the ticket could be reviewed. At first I thought that this would be easy as I would use an idea published on this board previously to generate that ticket subset, and then have the email sent to the manager of the assignee, which is recorded in the Assignee Manager Login field of the Help Desk form. However, I was told that the email needs to go out to a random manager who is not the manager of the ticket assignee - in other words, an ID that does not match that recorded in the Assignee Manager Login field. Does someone have an idea or suggestion as to how I might randomly select another manager as an email recipient? Appreciate the help. BTW.we're using ARS 7.0.01 and ITSM 6, and MSSQL 2005. Thank you! Joseph Kasell Global IT Services Information Services Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Form Refresh Question
Good morning! Looking for help here on the following. I have a form with a button which has an active link that performs an Application-Delete-Entry on the displayed record. That part works fine. What I want is for a refresh of the query of the form so that I can see a list of the remaining records following the delete. The refresh was easy since it only was a matter of adding a second action of an Open Window in Modify mode with the qualification of 1=1. However, the issue is that each time this active link is run, it opens up a new window of the form rather than refreshing the current window, so when you perform several deletes in succession, you end up with the same number of open windows of that form for each delete. How can I refresh the same window? I feel like I'm overlooking something obvious so I guess part of my asking is a sanity check. I'm using ARS 7.0.01 patch 001 on the server and the clients. Appreciate the help! Joe Joseph Kasell Senior Systems Engineer Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Perl Question
Carey,
Appreciate the info. I knew about the ARSPerl site and went there for
assistance on the install and also to look at code examples. That and this
board have been very helpful...especially of late. We have an initiative
to push more people into using Remedy here, which is great. The only bad
thing is that we also had a reorg and I lost one of my developers, so I
have been having to do more with less. It's been quite the challenge.
Thanks again!
Joe
Joseph Kasell
Senior Systems Engineer
Navy Federal Credit Union
Carey Matthew
Black
arslist@ARSLIST.ORG
Sent by: "Action cc
Request System
discussion list Subject
(ARSList)"Re: Perl Question
07/28/2009 03:17
PM
Please respond to
arsl...@arslist.o
RG
Joseph,
You will find some help for ARSPerl on ARSList.
However you may find more help on the ARSPerl mailing list(s) too.
https://lists.sourceforge.net/lists/listinfo/arsperl-users
Hope that helps some in the future. :)
Just to be clear, if the question is ARS related then ARSList is a
good place to ask it.(Even if your actual problem is a Perl/Java
issue. If it is directly ARS related.. then bring in on. :) ) However
there are also more specialized places to ask detailed niche ARS
questions too. (ARSPerl's list is only one of the other more specific
ARS sites that I can think of.)
--=20
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS =3D Action Request System(Remedy)
Love, then teach
Solution =3D People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Tue, Jul 28, 2009 at 1:40 PM, Joseph
Kasell wrote:
> Hello listers!
>
> I'm simultaneously diving into perl and arsperl for the first time and
I'=
m
> seeing a lot of possibilities at what one can do. =A0I'm also running
int=
o a
> bit of a headache in the following which, I'm sure, is a simple matter,
b=
ut
> I'd like some advice.
>
> The Perl script is as follows:
>
>
>
> #!/usr/local/bin/perl
> use ARS;
>
> ($c =3D ars_Login("servername", "user", "password")) || die "ars_Login:
> $ars_errstr";
> if (!$c) {print("Could not connect to ARS ($ars_errstr)\n");exit(1);}
>
> ($r =3D ars_SetEntry($c, "Joetest", "002", 0, "536870914",
> "Bob")) ||
> =A0 =A0 =A0 =A0 =A0 =A0die $ars_errstr;
>
>
>
>
> This works fine from the server console and from a run process within an
> active link. =A0My question has to do with the set entry command. =A0How
=
can I
> pass a variable from a Remedy field to field ID 536870914 on form Joetest
> in this script instead of the hard-coded value of "Bob?" =A0Again, I'm
su=
re
> this is a simple matter, but I'm new to this, and I'm very certain I'm
> overlooking something. =A0Appreciate the help!
>
> Joe
>
> Joseph Kasell
> Senior Systems Engineer
> Navy Federal Credit Union
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Perl Question
Fred,
That was exactly it! Thank you for the quick response and help!
Joe
Joseph Kasell
Senior Systems Engineer
Navy Federal Credit Union
"Grooms,
Frederick W"
arslist@ARSLIST.ORG
Sent by: "Action cc
Request System
discussion list Subject
(ARSList)"Re: Perl Question
07/28/2009 01:49
PM
Please respond to
arsl...@arslist.o
RG
I think you are looking for the shift() function in perl.
(Notice how I added in the $variable in your example to pull the data
from the command line)
Perl Help: http://perldoc.perl.org/index-language.html
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell
Sent: Tuesday, July 28, 2009 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Perl Question
Hello listers!
I'm simultaneously diving into perl and arsperl for the first time and
I'm
seeing a lot of possibilities at what one can do. I'm also running into
a
bit of a headache in the following which, I'm sure, is a simple matter,
but
I'd like some advice.
The Perl script is as follows:
#!/usr/local/bin/perl
use ARS;
my $variable =3D shift();
($c =3D ars_Login("servername", "user", "password")) || die "ars_Login:
$ars_errstr";
if (!$c) {print("Could not connect to ARS ($ars_errstr)\n");exit(1);}
($r =3D ars_SetEntry($c, "Joetest", "002", 0, "536870914",
$variable)) ||
die $ars_errstr;
This works fine from the server console and from a run process within an
active link. My question has to do with the set entry command. How can
I
pass a variable from a Remedy field to field ID 536870914 on form
Joetest
in this script instead of the hard-coded value of "Bob?" Again, I'm
sure
this is a simple matter, but I'm new to this, and I'm very certain I'm
overlooking something. Appreciate the help!
Joe
Joseph Kasell
Senior Systems Engineer
Navy Federal Credit Union
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Perl Question
Hello listers!
I'm simultaneously diving into perl and arsperl for the first time and I'm
seeing a lot of possibilities at what one can do. I'm also running into a
bit of a headache in the following which, I'm sure, is a simple matter, but
I'd like some advice.
The Perl script is as follows:
#!/usr/local/bin/perl
use ARS;
($c = ars_Login("servername", "user", "password")) || die "ars_Login:
$ars_errstr";
if (!$c) {print("Could not connect to ARS ($ars_errstr)\n");exit(1);}
($r = ars_SetEntry($c, "Joetest", "002", 0, "536870914",
"Bob")) ||
die $ars_errstr;
This works fine from the server console and from a run process within an
active link. My question has to do with the set entry command. How can I
pass a variable from a Remedy field to field ID 536870914 on form Joetest
in this script instead of the hard-coded value of "Bob?" Again, I'm sure
this is a simple matter, but I'm new to this, and I'm very certain I'm
overlooking something. Appreciate the help!
Joe
Joseph Kasell
Senior Systems Engineer
Navy Federal Credit Union
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Reservation/Scheduling in ARS
Everybody, Appreciate the responses and ideas! Thad Esser noted that this is deceptively simple, and it is (d**n brain-lock on my part). Now, off to the lab with some different approaches to try. Thank you! Joseph Kasell Senior Systems Engineer Navy Federal Credit Union "Kemes, Lisa" To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list (ARSList)"Subject 07/01/2009 08:53 AM Please respond to arsl...@arslist.o RG --_000_46CDC1E68702E54387E9EAEDC0A02CA207C2FF1993us194mx002tyc_ Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: quoted-printable I have an On Call system that I created that checks to make sure when someo= ne adds a person to the schedule that it does not conflict with what's alre= ady out there. I have them fill out Start Date and an End Date (these are Date/Time Fields= ). Have them click on submit that kicks of an active link Guide that loops= through the table of the On Call Schedule. The first AL in the ALG sets the column Start Date and column End Date fiel= ds to temporary fields (from the on call schedule table) (tmp_StartDate and= tmp_EndDate) Then the second AL in the ALG simply makes sure that the Start Date and End= Date fields do not over lap ( 'Start Date' < 'tmp_EndDate') AND ( 'End Dat= e' > 'tmp_StartDate') If they do, I have a tmp_answer field that says "Allow" or "Not Allow" The third AL in the ALG checks to see if that field (tmp_answer) equals "No= t Allow" if at any time it does say "Not Allow" then an error message pop= s up and the ALG is exited. Hope this helps Lisa From: Action Request System discussion list(ARSList) [mailto:arsl...@arslis= T.ORG] On Behalf Of Joe DeSouza Sent: Tuesday, June 30, 2009 4:42 PM To: arslist@ARSLIST.ORG Subject: Re: Reservation/Scheduling in ARS ** Joseph, I had done something similar once. Its not that hard. For something like a = reservation system you always invariably have an entity that you need to re= serve, be it a room, a car, a seat in an aircraft or a bus, whatever, for a= blocked period of time during which no one should be allowed to be able to= access it. You need to check against both this entity and the start and end time that= these do not clash with any combination of start and end time for the same= entity. You also might want to design a wait list or a preferential queue, for cust= omers requesting for the same entity, when it has already been booked in th= e event of a cancelation. And have this queue adjusted as and when they adj= ust their itenery, or the end date has passed whichever happens earlier. Joe From: Joseph Kasell To: arslist@ARSLIST.ORG Sent: Tuesday, June 30, 2009 2:35:17 PM Subject: Reservation/Scheduling in ARS Hello! I wanted to canvass the group for ideas on the following scenario. One of our users is wanting to set up a scheduling/reservation system in Re= medy for an application he manages, which has a finite number of accounts. = What he'd like is a means for a user to sign up for account access to the = app by blocking out a period of time. Should another person sign up for th= at account during that time block, he/she would get a popup indicating a co= nflict. I'm wondering if somebody out there has designed something which a= ccomplishes this. Also, I don't have the funds to purchase a third-party s= olution, so that's out (things being what they are, our belts are tight her= e as well). We're using ARS 7.0.01 and ITSM 6. Appreciate the h
Reservation/Scheduling in ARS
Hello! I wanted to canvass the group for ideas on the following scenario. One of our users is wanting to set up a scheduling/reservation system in Remedy for an application he manages, which has a finite number of accounts. What he'd like is a means for a user to sign up for account access to the app by blocking out a period of time. Should another person sign up for that account during that time block, he/she would get a popup indicating a conflict. I'm wondering if somebody out there has designed something which accomplishes this. Also, I don't have the funds to purchase a third-party solution, so that's out (things being what they are, our belts are tight here as well). We're using ARS 7.0.01 and ITSM 6. Appreciate the help! Joseph Kasell Senior Systems Engineer Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Remedy and Mouse Scrollwheel Question
Thank you David. Currently, we're still wedded to the desktop client, but I can see a day in the future where accessing Remedy via the web client will become the standard. It's not my decision, but I can certainly encourage that approach. Thank you again, everybody! Joe Kasell Senior Systems Engineer Navy Federal Credit Union "Easter, David" To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list (ARSList)"Subject Question 04/16/2009 03:33 PM Please respond to arsl...@arslist.o RG BTW, the web client enables the use of the mouse wheel in both the Results = list and the Details pane. If it's an option, you could encourage your use= r base to use the web client if they require this functionality. =20 =20 -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. =20 The opinions, statements, and/or suggested courses of action expressed in t= his E-mail do not necessarily reflect those of BMC Software, Inc. My volun= tary participation in this forum is not intended to convey a role as a spok= esperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslis= T.ORG] On Behalf Of Joseph Kasell Sent: Thursday, April 16, 2009 12:20 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy and Mouse Scrollwheel Question Fred, Appreciate the response. That makes a lot of sense. Joe Kasell Senior Systems Engineer Navy Federal Credit Union = =20 "Grooms, = =20 Frederick W" = =20 arslist@ARSLIST.ORG= =20 Sent by: "Action cc= =20 Request System = =20 discussion list Subject= =20 (ARSList)"Re: Remedy and Mouse Scrollwheel = =20 = =20 = =20 = =20 04/16/2009 03:04 = =20 PM = =20 = =20 = =20 Please respond to= =20 arsl...@arslist.o= =20 RG= =20 = =20 = =20 The scroll wheel will scroll the Results List or a multi-line text field. = I think the issue is that when you are on the Details pane you are always i= n a field or have object active (like a tab) and that is intercepting the s= croll command.=3D20 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslis= T.ORG] On Behalf Of Joseph Kasell Sent: Thursday, April 16, 2009 1:54 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy and Mouse Scrollwheel Question Doug, That's exactly what I'm saying. I'm
Re: Remedy and Mouse Scrollwheel Question
Fred, Appreciate the response. That makes a lot of sense. Joe Kasell Senior Systems Engineer Navy Federal Credit Union "Grooms, Frederick W" arslist@ARSLIST.ORG Sent by: "Action cc Request System discussion list Subject (ARSList)"Re: Remedy and Mouse Scrollwheel 04/16/2009 03:04 PM Please respond to arsl...@arslist.o RG The scroll wheel will scroll the Results List or a multi-line text field. I think the issue is that when you are on the Details pane you are always in a field or have object active (like a tab) and that is intercepting the scroll command.=20 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: Thursday, April 16, 2009 1:54 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy and Mouse Scrollwheel Question Doug, That's exactly what I'm saying. I'm very well aware of the page holders. This situation has to do with a custom form built for one of our departments here which actually is a user agreement with "signature" blocks at the end. Using page holders was suggested but the customer wanted the agreement to be on one page, so to speak. They want to know why the mouse scrollwheel isn't working in the user tool when this form appears. What's curious is that if I were to click down on the scrollwheel, the mouse pointer changes to a double-arrow, and I can move the mouse forward and back on the mousepad in order to scroll up and down on the screen. What would make that use of the scrollwheel different in the user tool than the more common use that the customer wants to see work? Joe Kasell Senior Systems Engineer Navy Federal Credit Union Have a Remedy issue or question? Email your query to the Remedy_Administrators mailbox in Notes. -Original Message- I believe he is just saying the mouse does not perform the vertical scrolling of the form. Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Thursday, April 16, 2009 2:09 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy and Mouse Scrollwheel Question Joel, The form size is set by the view you see when you're looking at it in the admin tool. The user client assumes that whatever size your window is is the size you want it to appear in the user client. This is how you make the little dialog boxes exactly the size you want them. The flip side is that the largest the box can be is your screen size. Remedy assumes anything outside the immediate window is supposed to be hidden workflow. To make your fields visible to your users, you'll have to create a page holder and move your fields onto the tabs. This is also an excellent way to organize your fields. Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: Thursday, April 16, 2009 1:27 PM To: arslist@ARSLIST.ORG Subject: Remedy and Mouse Scrollwheel Question Hello all! I have a Remedy form that is long enough that one needs to scroll down to see the bottom. I can easily use the scrollwheel of my mouse to scroll up and down while in the Admin Tool. Why can't I do the same for that form in the User Tool? We're running ARS 7.0.01 patch 001 on the server and both client tools are 7.0.01 patch 001 as well. Appreciate the help! Joe Kasell Senior Systems Engineer Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslis
Re: Remedy and Mouse Scrollwheel Question
Doug, That's exactly what I'm saying. I'm very well aware of the page holders. This situation has to do with a custom form built for one of our departments here which actually is a user agreement with "signature" blocks at the end. Using page holders was suggested but the customer wanted the agreement to be on one page, so to speak. They want to know why the mouse scrollwheel isn't working in the user tool when this form appears. What's curious is that if I were to click down on the scrollwheel, the mouse pointer changes to a double-arrow, and I can move the mouse forward and back on the mousepad in order to scroll up and down on the screen. What would make that use of the scrollwheel different in the user tool than the more common use that the customer wants to see work? Joe Kasell Senior Systems Engineer Navy Federal Credit Union Have a Remedy issue or question? Email your query to the Remedy_Administrators mailbox in Notes. "Tanner, Doug" To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list (ARSList)"Subject Question 04/16/2009 02:15 PM Please respond to arsl...@arslist.o RG I believe he is just saying the mouse does not perform the vertical scrolling of the form. Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Thursday, April 16, 2009 2:09 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy and Mouse Scrollwheel Question Joel, The form size is set by the view you see when you're looking at it in the admin tool. The user client assumes that whatever size your window is is the size you want it to appear in the user client. This is how you make the little dialog boxes exactly the size you want them. The flip side is that the largest the box can be is your screen size. Remedy assumes anything outside the immediate window is supposed to be hidden workflow. To make your fields visible to your users, you'll have to create a page holder and move your fields onto the tabs. This is also an excellent way to organize your fields. Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: Thursday, April 16, 2009 1:27 PM To: arslist@ARSLIST.ORG Subject: Remedy and Mouse Scrollwheel Question Hello all! I have a Remedy form that is long enough that one needs to scroll down to see the bottom. I can easily use the scrollwheel of my mouse to scroll up and down while in the Admin Tool. Why can't I do the same for that form in the User Tool? We're running ARS 7.0.01 patch 001 on the server and both client tools are 7.0.01 patch 001 as well. Appreciate the help! Joe Kasell Senior Systems Engineer Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" DISCLAIMER Important! This message is intended for the above named person (s= ) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended rec= ipient of this e-mail and have received it in error, please immediately not= ify the sender by return email and then delete it from your mailbox. This m= essage may be protected by the attorney-client privilege and/or work produc= t doctrine. Accessing, copyi
Remedy and Mouse Scrollwheel Question
Hello all! I have a Remedy form that is long enough that one needs to scroll down to see the bottom. I can easily use the scrollwheel of my mouse to scroll up and down while in the Admin Tool. Why can't I do the same for that form in the User Tool? We're running ARS 7.0.01 patch 001 on the server and both client tools are 7.0.01 patch 001 as well. Appreciate the help! Joe Kasell Senior Systems Engineer Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Upgrading to SQL 2005
Rafael, We're going through the same process now. We recently upgraded our development and test servers w/o issue, and plan to do the same on production late this month. No reinstall of the ARSystem is needed. Like anything else, it is strongly advised to perform a complete backup of your system in the event something goes wrong. And if you can perform the upgrade in a lab environment, this will give you a good idea of how long your outage time will be. Based on what we've seen, we're budgeting about a two-hour outage of our production server. Your mileage may vary. Joe Joseph Kasell Senior Systems Engineer Navy Federal Credit Union "Rodriguez, Rafael J x23718" arslist@ARSLIST.ORG Sent by: "Action cc Request System discussion list Subject (ARSList)"Re: Upgrading to SQL 2005 04/06/2009 06:23 PM Please respond to arsl...@arslist.o RG This is a multi-part message in MIME format. --_=_NextPart_001_01C9B706.5E70670E Content-Type: multipart/alternative; boundary="_=_NextPart_002_01C9B706.5E70670E" --_=_NextPart_002_01C9B706.5E70670E Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: quoted-printable Thanks, I did not think so either but just wanted to see if anyone had any issues after upgrading. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Monday, April 06, 2009 9:06 AM To: arslist@ARSLIST.ORG Subject: Re: Upgrading to SQL 2005 **=20 Rafael, We are actually undergoing that upgrade at the moment without issue. Remedy doesn't seem to notice a change at all... From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rodriguez, Rafael J x23718 Sent: Saturday, April 04, 2009 9:27 AM To: arslist@ARSLIST.ORG Subject: Upgrading to SQL 2005 **=20 Hello, just wanted to see if any has encountered any issues upgrading the backend SQL server from SQL 2000 to SQL 2005? =20 My environment is: ARS 7.0.1 Patch 6 in a server group environment. WIN 2003 Server Remote SQL 2000 Clustered Servers =20 Also, does remedy need to be re-installed after the upgrade? =20 Thanks in advance! =20 Rafael Rodriguez|Manager Remedy/Mid-Tier Enterprise|Broadridge Financial Solutions 2 Journal Square Plaza|Jersey City, NJ 07306| 201.714.3718 p =20 =20 This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the=20 message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___=20 This message and any attachments are intended only for the use of the add= ressee and may contain information that is privileged and confidential. If the reade= r of the = message is not the intended recipient or an authorized representative of = the intended recipient, you are hereby notified that any dissemination of thi= s communication is strictly prohibited. If you have received this communica= tion in error, please notify us immediately by e-mail and delete the message and = any attachments from your system. =0D ___
Re: Popup Broadcast Messages
Fred, You're absolutely right. I should restate... Alert is installed along with the user tool and is located in the c:\program files\AR System\User directory, and we could launch it easily. However, the policy decision was made to not utilize it at the desktop level. In fact, the Prism package that we use that deploys Remedy to the desktops here does not include the Alert tool as an item under Start>Programs>etc in Windows. This is the hand I have to work with. Joe Joseph Kasell Senior Systems Engineer Navy Federal Credit Union Have a Remedy issue or question? Email your query to the Remedy_Administrators mailbox in Notes. "Grooms, Frederick W" arslist@ARSLIST.ORG Sent by: "Action cc Request System discussion list Subject (ARSList)"Re: Popup Broadcast Messages 03/23/2009 09:01 AM Please respond to arsl...@arslist.o RG Since it is installed as part of the User tool it is already there -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: Monday, March 23, 2009 7:10 AM To: arslist@ARSLIST.ORG Subject: Re: Popup Broadcast Messages Fred, You're you're preaching to the choir, but the decision was made years ago (and before I came on board here) not to have the alert tool installed on the desktops. I don't see that changing any time soon. Joe Joseph Kasell Senior Systems Engineer Navy Federal Credit Union Have a Remedy issue or question? Email your query to the Remedy_Administrators mailbox in Notes. =20 "Grooms, Frederick W" arslist@ARSLIST.ORG Sent by: "Action cc=20 Request System discussion list Subject=20 (ARSList)"Re: Popup Broadcast Messages =20 =20 03/20/2009 07:23 PM =20 =20 Please respond to arsl...@arslist.o RG =20 =20 This is a multi-part message in MIME format. --_=3D_NextPart_001_01C9A9B2.DAB0D3F5 Content-Type: text/plain; charset=3D"us-ascii" Content-Transfer-Encoding: quoted-printable Actually ... Wouldn't this just be the Alert Tool? =3D20 All you have to do is to push to the Alert Events form the message for each user. Each user can set up the Alert Tool to pop up or display a flashing cursor or play a sound. =3D20 Fred =3D20 =3D20 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tony Worthington Sent: Friday, March 20, 2009 8:45 AM To: arslist@ARSLIST.ORG Subject: Re: Popup Broadcast Messages =3D20 ** Think global field, active link on interval... From:=3D20 Joseph Kasell =3D20 To:=3D20 arsl...@arslist.org=3d20 Date:=3D20 03/20/2009 07:38 AM=3D20 Subject:=3D20 Popup Broadcast Messages=3D20 Sent by:=3D20 "Action Request System discussion list(ARSList)" =3D20 Good morning everybody! We're running ITSM 6 on an ARS 7.0.01 server. I having a brainlock this morning thinking about this issue and am wondering if this is something which is a lot simpler than what I'm thinking it should be or if I'm missing the obvious. Management here would like to have the ability to have a broadcast popup message be sent to Remedy users to inform them of important activities, changes in procedures, etc. The message and the users who are the target of the message would change as appropriate and as circumstances dictate. We currently are using emails for al
Re: Popup Broadcast Messages
Fred, You're you're preaching to the choir, but the decision was made years ago (and before I came on board here) not to have the alert tool installed on the desktops. I don't see that changing any time soon. Joe Joseph Kasell Senior Systems Engineer Navy Federal Credit Union Have a Remedy issue or question? Email your query to the Remedy_Administrators mailbox in Notes. "Grooms, Frederick W" arslist@ARSLIST.ORG Sent by: "Action cc Request System discussion list Subject (ARSList)"Re: Popup Broadcast Messages 03/20/2009 07:23 PM Please respond to arsl...@arslist.o RG This is a multi-part message in MIME format. --_=_NextPart_001_01C9A9B2.DAB0D3F5 Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: quoted-printable Actually ... Wouldn't this just be the Alert Tool? =20 All you have to do is to push to the Alert Events form the message for each user. Each user can set up the Alert Tool to pop up or display a flashing cursor or play a sound. =20 Fred =20 =20 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tony Worthington Sent: Friday, March 20, 2009 8:45 AM To: arslist@ARSLIST.ORG Subject: Re: Popup Broadcast Messages =20 ** Think global field, active link on interval... From:=20 Joseph Kasell =20 To:=20 arsl...@arslist.org=20 Date:=20 03/20/2009 07:38 AM=20 Subject:=20 Popup Broadcast Messages=20 Sent by:=20 "Action Request System discussion list(ARSList)" =20 Good morning everybody! We're running ITSM 6 on an ARS 7.0.01 server. I having a brainlock this morning thinking about this issue and am wondering if this is something which is a lot simpler than what I'm thinking it should be or if I'm missing the obvious. Management here would like to have the ability to have a broadcast popup message be sent to Remedy users to inform them of important activities, changes in procedures, etc. The message and the users who are the target of the message would change as appropriate and as circumstances dictate. We currently are using emails for all notifications from Remedy. However, for this instance, I am asked to see if this can be done without the need to use email since they want to avoid users needing to constantly scan their mail in the event they want a message sent out. They also would like the user to click a button on the message to acknowledge receipt of the message. I'm thinking, OK, have a display-only form appear with a field to hold the message and a button with an active link to perform a close and acknowledgement of receipt. I'm trying to figure out how to get that form to appear on user A's screen while he is in Remedy whenever user B decides that there is a need to compose and broadcast such a message. I know there is the bulletin board in ITSM 6, but it requires active scanning on the part of the user. We're looking for a popup. Appreciate the help. Joe Joseph Kasell Senior Systems Engineer Navy Federal Credit Union =20 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" --_=_NextPart_001_01C9A9B2.DAB0D3F5 Content-Type: text/html; charset="us-ascii" Content-Transfer-Encoding: quoted-printable ** http://schemas.microsoft.com/office/2004/12/omml"; = xmlns=3D"http://www.w3.org/TR/REC-html40";> <!-- /* Font Definitions */ @font-face
Popup Broadcast Messages
Good morning everybody! We're running ITSM 6 on an ARS 7.0.01 server. I having a brainlock this morning thinking about this issue and am wondering if this is something which is a lot simpler than what I'm thinking it should be or if I'm missing the obvious. Management here would like to have the ability to have a broadcast popup message be sent to Remedy users to inform them of important activities, changes in procedures, etc. The message and the users who are the target of the message would change as appropriate and as circumstances dictate. We currently are using emails for all notifications from Remedy. However, for this instance, I am asked to see if this can be done without the need to use email since they want to avoid users needing to constantly scan their mail in the event they want a message sent out. They also would like the user to click a button on the message to acknowledge receipt of the message. I'm thinking, OK, have a display-only form appear with a field to hold the message and a button with an active link to perform a close and acknowledgement of receipt. I'm trying to figure out how to get that form to appear on user A's screen while he is in Remedy whenever user B decides that there is a need to compose and broadcast such a message. I know there is the bulletin board in ITSM 6, but it requires active scanning on the part of the user. We're looking for a popup. Appreciate the help. Joe Joseph Kasell Senior Systems Engineer Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Mid-Tier Question - Passing Values
Fred, Appreciate the response. But that's what I'm trying to determine: how DO you pass the catalog text to that field if you don't hard code that particular text in the URL? I just want to have one universal URL to deal with which is used by all the links but which accepts whatever service catalog text that needs to be passed. Joseph Kasell Navy Federal Credit Union Have a Remedy issue or question? Email your query to the Remedy_Administrators mailbox in Notes. "Grooms, Frederick W" arslist@ARSLIST.ORG Sent by: "Action cc Request System discussion list Subject (ARSList)"Re: Mid-Tier Question - Passing 01/15/2009 09:41 AM Please respond to arsl...@arslist.o RG Sure... You could pass the catalog text into a field on the Mid-Tier and then have an AL that runs on Window Loaded do a lookup in a back end translation form to fill in the fields you want. =20 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: Thursday, January 15, 2009 8:13 AM To: arslist@ARSLIST.ORG Subject: Mid-Tier Question - Passing Values Good morning listers! Here's my situation. A web-based service catalog is going to be implemented in the next few weeks here at work. It will have a laundry list of links (i.e. - I need a phone, I need new software installed, I need a new monitor, etc.) The goal is that when a link is clicked, it will launch a mid-tier browser in a custom form I've developed that will have certain fields pre-filled and one or two others where the end user can free-type text. I used the ability of using the Mid-Tier URL to pass data to one of the pre-filled fields on that form. This field is the one that contains the name of the request as presented in the service catalog. Here's an example: http:///arsys/forms//NFCUTestWeb?F536870913=3DI%20need%20a%20phone This works beautifully. However, I am thinking ahead about the other requests we have now and the need to encode a new URL for each and any for the future (in other words, field id 536870913 would need to say "I need new software installed" or "I need a new monitor") Not that hard to do but it could be an admin headache. My question is this: instead of having a hard-coded URL for each service catalog request, is there any way to build a "generic" URL so that the text in that service catalog link is passed to that field I referenced ? We're running Mid-Tier 7.0.01 patch 001. The service catalog page is external to our mid-tier server. Appreciate the help. Joseph Kasell Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Mid-Tier Question - Passing Values
Good morning listers! Here's my situation. A web-based service catalog is going to be implemented in the next few weeks here at work. It will have a laundry list of links (i.e. - I need a phone, I need new software installed, I need a new monitor, etc.) The goal is that when a link is clicked, it will launch a mid-tier browser in a custom form I've developed that will have certain fields pre-filled and one or two others where the end user can free-type text. I used the ability of using the Mid-Tier URL to pass data to one of the pre-filled fields on that form. This field is the one that contains the name of the request as presented in the service catalog. Here's an example: http:///arsys/forms//NFCUTestWeb?F536870913=I%20need%20a%20phone This works beautifully. However, I am thinking ahead about the other requests we have now and the need to encode a new URL for each and any for the future (in other words, field id 536870913 would need to say "I need new software installed" or "I need a new monitor") Not that hard to do but it could be an admin headache. My question is this: instead of having a hard-coded URL for each service catalog request, is there any way to build a "generic" URL so that the text in that service catalog link is passed to that field I referenced ? We're running Mid-Tier 7.0.01 patch 001. The service catalog page is external to our mid-tier server. Appreciate the help. Joseph Kasell Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: OT: BBQ tour
Rick, I'm a native of Goldsboro, NC (not too far from Wilson) and can recommend Parker's as well. Like David says, pork IS the only real BBQ. You could also travel the 20 or so miles to Goldsboro and try Wilbur's BBQ on Highway 70 near Seymour Johnson AFB. Keep a look out for low-flying planes since it's not too far from the end of the runway! Congrats to your son! Joe Joseph Kasell Network Management Integrator Global Telcom Services Navy Federal Credit Union "David.M Clark" <[EMAIL PROTECTED] ATE.TN.US> To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: OT: BBQ tour ORG> 06/13/2008 02:20 PM Please respond to [EMAIL PROTECTED] RG Since you're going to drive all the way over to North Carolina (which you = of course just HAVE to do if you're on a legitimate barbecue tour), I = recommend Bob Melton's BBQ in Rocky Mount... although I'm not sure that = they rebuilt since one of the hurricanes flooded them out. If that place = is gone, you'll have to make do with Jim Gardner's BBQ on Hwy 301 where = that town is concerned. Since you're on Hwy 301 in Rocky Mount anyway, = drive twenty miles or so south to Wilson, NC for Parker's BBQ. Order = "family style". Highly recommended, and there hasn't been a President = through there in years who hasn't stopped to eat. (The Secret Service = agents leave with bags of takeout.) You can't go wrong with any of those = three, so long as you realize that pork BBQ is the only REAL BBQ... a fact = no one will tell you until you get past Louisiana. Have fun on the trip. -D P.S. Since you're that close, you might as well get over to Nags Head for = the beach. David M Clark Remedy Programmer/Analyst >>> Rick Cook <[EMAIL PROTECTED]> 6/13/2008 10:46 AM >>> My son just graduated from HS, and will leave for the Marines in October. Sometime between now and then, he and I are going to drive cross-country = on a BBQ tour. We'll start and end in Seattle, but we intend to hit all of = the areas of the country famous for BBQ: Texas, Louisiana, the rest of the South, North Carolina, Memphis, Chicago, and Kansas City. We're still planning the specifics, and here's where all y'all come in: I would love to know THE places to go in your part of the country = (assuming it's one I mentioned above - this will be almost entirely SOUTH of the Mason-Dixon line) for outstanding BBQ, whether they're famous or a hole-in-the-wall. We'll stay away from big chains for the most part (we have Famous Dave's up here), unless it is a local/regional one with a good local reputation. Thanks in advance for sharing! Rick ___= UNSUBSCRIBE or access ARSlist Archives at www.arslist.org=20 Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Flashboards Question
Good morning listers! First off, thank you to those who responded to my question a couple of weeks ago regarding CTI management. Your input was very helpful. Secondly, I have a Flashboards question which probably has an easy answer which I am overlooking. The environment here is: ARS 7.0.1, Patch 001 Flashboards 7.0.1 ITSM 6 OS: Windows 2003 DB: MSSQL 2000 On the Remedy Support form in the ITSM suite there are several flashboards located on the lower right-hand side. Of particular interest here is the flashboard displaying cases by category. Management here is asking if that flashboard can display cases by Item (easily done by modifying the OOB flashboard variable by changing the Group By from "Category" to "Item"). The issue is that by doing so, with all the Items that we have defined, there would be many bars in the bar graph for each Item, making the flashboard useless. Is there any way that this could be limited to the top 10 Items in use rather than all Items in use? I can do a SQL query which will provide that answer but translating that to a custom flashboard is proving to be difficult, and the powers-that-be here are looking for the graphical representation. I'm curious if I am missing something obvious. Appreciate the help. Joe Joseph Kasell Network Management Integrator Global Telcom Services Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: CTI Management Question
Rick, We're using ITSM 6. I like your phrase "where the theoretical meets the practical..." There is obviously a fine line, or tipping point, that needs to be found to balance those two concepts. Joe Joseph Kasell Network Management Integrator Global Telcom Services Navy Federal Credit Union 12851 Worldgate Drive, 7th Floor Herndon, Virginia 20170 Rick Cook <[EMAIL PROTECTED] .COM> To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: CTI Management Question ORG> 04/23/2008 02:42 PM Please respond to [EMAIL PROTECTED] RG --=_Part_17655_31672132.1208976163570 Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline Joseph, CTIs are the main place where the theoretical meets the practical in a Remedy application. Can you tell us what version of Help Desk/ITSM you are using? It makes a big difference in terms of what you are practically able to accomplish. Rick On Wed, Apr 23, 2008 at 11:35 AM, Joseph Kasell < [EMAIL PROTECTED]> wrote: > I don't know if this has been discussed previously but I wanted to find > out > how others on this board approached the management of CTI's. In our Help > Desk application alone, we have 811 defined CTI's. To me that seems likes > a lot but it's relative and another organization may not think of that > number as too high. I know that it has gotten this way because of quick > replies to requests like "we need a CTI for this" or "we need a CTI for > that", all of which are arising from a metrics requirements. I know also > that as this number has increased, it becomes very easy from a > front-line-support standpoint to get lost when attempting to classify a > ticket with the appropriate CTI, or from an administrative standpoint with > respect to seeing that the need driving a new CTI may already be answered > by an existing CTI. > > I spoke to Support on this and they really had no resource they could > point > me to for guidance. They did say that the software should have no > problems > handling a large number of CTI's. I've heard of a rule of thumb where you > shouldn't have more than 10 Categories, 10 Types for each Category, and 10 > Items for each Type, which seems like a good starting point. I just would > like to get ideas from others out there as to how they handle this. > > I appreciate the help. > > Joe > > Joseph Kasell > Network Management Integrator > Global Telcom Services > Navy Federal Credit Union > 12851 Worldgate Drive, 7th Floor > Herndon, Virginia 20170 > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" --=_Part_17655_31672132.1208976163570 Content-Type: text/html; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline ** Joseph, CTIs are the main place where the theoretical meets the practical in a Remedy application. Can you tell us what version of Help Desk/ITSM you are using? It makes a big difference in terms of what you are practically able t
CTI Management Question
I don't know if this has been discussed previously but I wanted to find out how others on this board approached the management of CTI's. In our Help Desk application alone, we have 811 defined CTI's. To me that seems likes a lot but it's relative and another organization may not think of that number as too high. I know that it has gotten this way because of quick replies to requests like "we need a CTI for this" or "we need a CTI for that", all of which are arising from a metrics requirements. I know also that as this number has increased, it becomes very easy from a front-line-support standpoint to get lost when attempting to classify a ticket with the appropriate CTI, or from an administrative standpoint with respect to seeing that the need driving a new CTI may already be answered by an existing CTI. I spoke to Support on this and they really had no resource they could point me to for guidance. They did say that the software should have no problems handling a large number of CTI's. I've heard of a rule of thumb where you shouldn't have more than 10 Categories, 10 Types for each Category, and 10 Items for each Type, which seems like a good starting point. I just would like to get ideas from others out there as to how they handle this. I appreciate the help. Joe Joseph Kasell Network Management Integrator Global Telcom Services Navy Federal Credit Union 12851 Worldgate Drive, 7th Floor Herndon, Virginia 20170 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: BMC Remedy - Copy to Archive and Delete from Source
Thad,
You bring up an excellent point regarding tables. Case in point in the
Requester's Cases table under the Requester Information tab on the Help
Desk form. Along with tickets reported by end-users we also have tickets
generated from Patrol, and all those tickets have the same Requester.
Needless to say there are a lot more of those tickets than those called-in
by our regular (i.e. - "human") users. So when a ticket for that
particular Requester is opened from the Support Console, there is quite the
lag due to the query used to populate the Requester's Cases table. The
client SQL and API logs were a real eye-opener insofar as that was
concerned.
Joe
Joseph Kasell
Navy Federal Credit Union
Thad K Esser
<[EMAIL PROTECTED]
COM> To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion
list(ARSList)"Subject
<[EMAIL PROTECTED] Re: BMC Remedy - Copy to Archive
ORG> and Delete from Source
03/26/2008 02:42
PM
Please respond to
[EMAIL PROTECTED]
RG
This is a multipart message in MIME format.
--=_alternative 0066B95B88257418_=
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: 7bit
Joe,
Properly indexed and tuned 400,000 tickets on a form shouldn't be a
problem. To expand on what Susan indicated, nine times out of ten, the
biggest cause of slowness when opening forms is table fields that are
needlessly being refreshed. Watch out for tables being refreshed on
hidden tabs. Have an active link that fires on Gain Focus (of that tab)
AND also on Display, with a run if of ('Page Holder' = "Tab Name'). The
one action would be the table refresh.
Of course there are other causes for slowness on opening of forms, but
I've found this is the most common, and typically the easiest to fix. (oh,
and be suspect of any active link that fires on all three of Window Open,
Window Loaded, and Display - its probably running three times when you
display a ticket).
Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard
Bach
"Susan Palmer" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
03/26/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: BMC Remedy - Copy to Archive and Delete from Source
**
Mel,
I have found that for 'us' keeping less than 100k Help Tickets or Tasks in
those forms keeps performance at an acceptable level. You have to
remember that all workflow is affected by the number of records in the
form and keep in mind any table fields that are refreshed.
We generally keep 13 months of or closed records.
Since we upgraded to v7.0.1P3 last year I was excited about the 'archive'
option. In the last month I've used it on HTs, Tasks and email messages.
For us it appears to require a huge amount of disk space for the
copy/delete option. That needs to be planned for and it was greater than
1 for 1 which is logical since another table is now holding the same
record. For us it was quite a bit more than that infact we nearly brought
the server down.
I only archive in the lowest of production hours (night) when minimal
users are on the system.
I was also notified yesterday that it is not recommended to archive system
email messages, there is some unusal result related to it. Sorry did not
get more info.
I found the actual archiving to go fairly quick, was doing about 70k
records both times. I liked the fact I didn't have to manually delete the
records afterwards.
hth,
Susan
ShopperTrak
On Wed,
Re: BMC Remedy - Copy to Archive and Delete from Source
Mel, We didn't measure that specifically before and after archiving, but our users are telling us that the response for that activity is better. Joe Joseph Kasell Navy Federal Credit Union Melanie Snayer <[EMAIL PROTECTED] MAIL.COM> To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: BMC Remedy - Copy to Archive ORG> and Delete from Source 03/26/2008 09:28 AM Please respond to [EMAIL PROTECTED] RG --=_Part_7293_11795538.1206538125823 Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hi Joe Thanks so much for this information. Would you perhaps be able to tell me whether there was a delay on saving Help Desk tickets before you archived? Regards Mel On 3/26/08, Joseph Kasell <[EMAIL PROTECTED]> wrote: > > Mel, > > We're running 7.0.1 with ITSM 6. We instituted archiving a little over a > month ago, it was sorely needed, and it certainly has made a difference. > Since Remedy was put into production back in the summer of 2004, approx > 390,000 tickets had been submitted. The amount of tickets had not been a > problem until recently when we began to see performance lags performing > various actions in Remedy. Opening an existing Help Desk ticket from the > Remedy Support console alone was taking anywhere from 1 to 5 seconds > depending on the ticket (API and SQL logs were very helpful here). > > We decided to archive all Help Desk tickets with a status of Closed that > were older than 13 months. We considered using Remedy's archiving > feature, > but eventually went with Misi Mladoniczky's rrrchive utility. Since our > lab testing indicated that the archiving of an estimated 250,000 tickets > would take about 6 to 7 hours (and slow the system down tremendously), we > decided to archive in chunks of 40,000 which limited the performance pain > to about an hour. We did this for 7 nights in a row. I can tell you that > since, performance has improved tremendously (max time to open an existing > ticket is about a second). Archiving is done nightly now. It takes a > minute to archive the 400 to 500 tickets that meet the archive > criteria. I > know that my users are happy. > > Joe > > Joseph Kasell > Navy Federal Credit Union > > > > > Melanie Snayer > <[EMAIL PROTECTED] > MAIL.COM> To > Sent by: "Action arslist@ARSLIST.ORG > Request System cc > discussion > list(ARSList)"Subject > <[EMAIL PROTECTED] Re: BMC Remedy - Copy to Archive > ORG> and Delete from Source > > > 03/26/2008 05:45 > AM > > > Please respond to > [EMAIL PROTECTED] >RG > > > > > > > --=_Part_6872_1105761.1206524742321 > Content-Type: text/plain; charset=WINDOWS-1252 > Content-Transfer-Encoding: quoted-printable > Content-Disposition: inline > > Hey Thivagar > > We are in a 7.01 environment but I'm glad to know that this improved on > performance. Could you perhaps give me a rough indication of the > following information: > > - what your database size is > - number of re
Re: BMC Remedy - Copy to Archive and Delete from Source
Mel, We're running 7.0.1 with ITSM 6. We instituted archiving a little over a month ago, it was sorely needed, and it certainly has made a difference. Since Remedy was put into production back in the summer of 2004, approx 390,000 tickets had been submitted. The amount of tickets had not been a problem until recently when we began to see performance lags performing various actions in Remedy. Opening an existing Help Desk ticket from the Remedy Support console alone was taking anywhere from 1 to 5 seconds depending on the ticket (API and SQL logs were very helpful here). We decided to archive all Help Desk tickets with a status of Closed that were older than 13 months. We considered using Remedy's archiving feature, but eventually went with Misi Mladoniczky's rrrchive utility. Since our lab testing indicated that the archiving of an estimated 250,000 tickets would take about 6 to 7 hours (and slow the system down tremendously), we decided to archive in chunks of 40,000 which limited the performance pain to about an hour. We did this for 7 nights in a row. I can tell you that since, performance has improved tremendously (max time to open an existing ticket is about a second). Archiving is done nightly now. It takes a minute to archive the 400 to 500 tickets that meet the archive criteria. I know that my users are happy. Joe Joseph Kasell Navy Federal Credit Union Melanie Snayer <[EMAIL PROTECTED] MAIL.COM> To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: BMC Remedy - Copy to Archive ORG> and Delete from Source 03/26/2008 05:45 AM Please respond to [EMAIL PROTECTED] RG --=_Part_6872_1105761.1206524742321 Content-Type: text/plain; charset=WINDOWS-1252 Content-Transfer-Encoding: quoted-printable Content-Disposition: inline Hey Thivagar We are in a 7.01 environment but I'm glad to know that this improved on performance. Could you perhaps give me a rough indication of the following information: - what your database size is - number of records before the archive - time taken to save a call before the archive - number of records after the archive - time taken to save a call after the archive Anyone else like to share a bit of their archiving info with me? Regards Mel On 3/26/08, Thivagar Sankaran <[EMAIL PROTECTED]> wrote: > ** > > Hi Mel, > > > > Recently I have archived the data in my 6.3 environment. I have done this > to improve the performance and I observe the performance has been improve= d > considerably. But the issue was, the Copy to Archive and Delete from > Source option was not working in my environment. Hence I went for Copy to > Archive Option and deleted the data manually. I have raised this issue wi= th > BMC. But as usual I didn't get a proper response. > > > > Thanks & Regards, > > Thivagar Sankaran > > ITIL =96 Foundataion Certified > > Remedy Developer > > > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Melanie Snayer > *Sent:* Wednesday, March 26, 2008 2:44 PM > *To:* arslist@ARSLIST.ORG > *Subject:* BMC Remedy - Copy to Archive and Delete from Source > > > > ** > > Hi Listeners > > > > We're experiencing performance issues especially when submitting > incidents. Our initial plan was to archive calls that have been closed fo= r > more than 5 years but as a result of the performance issues we're having = t
Re: Status History....
I had a similar issue a few weeks ago while developing an escalation. There was a discussion about this on this board which referenced an arswiki.org entry. Bottom line is that I downloaded and installed 7.0.01 patch 5 of the Admin Tool. The issue cleared up and haven't had a problem since. Joseph Kasell Network Management Integrator Global Telcom Services Navy Federal Credit Union "Kemes, Lisa" <[EMAIL PROTECTED] LECTRONICS.COM>To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: Status History ORG> 11/20/2007 02:52 PM Please respond to [EMAIL PROTECTED] RG This is a multi-part message in MIME format. --_=_NextPart_001_01C82BAE.D37F3686 Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: quoted-printable I finally found it. The status on this defect is "non reproducible" =20 =20 I'll reproduce it for them!! =20 Lisa From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Tuesday, November 20, 2007 2:45 PM To: arslist@ARSLIST.ORG Subject: Re: Status History **=20 Why am I not able to search on a defect number on the BMC website? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Tuesday, November 20, 2007 2:34 PM To: arslist@ARSLIST.ORG Subject: Re: Status History **=20 I see that there is a documented bug on this one: SW00260084=20 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Tuesday, November 20, 2007 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Status History **=20 My environment is: =20 AR Server Windows 2003 7.0.1 Patch 3 User Tool 7.0.1 patch 3 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Tuesday, November 20, 2007 2:26 PM To: arslist@ARSLIST.ORG Subject: Status History **=20 I have a status field with "Active" "Inactive" and "Delete" attributes. I would like to capture when the record was changed to Inactive on another form. I'm setting a character field to $Status History.Inactive.TIME$ on a filter, but when I save the filter it changes to $Status History.Active.TIME$. =20 Does anyone know why this would be? =20 Lisa __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___=20 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" --_=_NextPart_001_01C82BAE.D37F3686 Content-Type: text/html; charset="us-ascii" Content-Transfer-Encoding: quoted-printable ** Export Form Data to = Excel on Button Action I finally found it. The status on this = defect is "non=20 reproducible" I'll reproduce it for = them!! Lisa From: Action Request System = discussion=20 list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes,=20 LisaSent: Tuesday, November 20, 2007 2:45 PMTo:=20 arslist@ARSLIST.ORGSubjec
Re: Transaction log is full.
Also, when you truncate a transaction log, all this does is to remove
committed database transactions from that log. It does not shrink the
physical size of the transaction log file. That's where SHRINKFILE comes
in.
Here's a link to Microsoft's support site with more info
http://support.microsoft.com/kb/873235
Over a long course of time, if you are using Remedy with all the add-ons
you list, that transaction log can grow quite large.
Joseph Kasell
Network Management Integrator
Telecommunications Division
Navy Federal Credit Union
820 Follin Lane
Vienna, Virginia 22180
703/206-2007
Kaiser Norm E CIV
USAF 96 CS/SCCE
<[EMAIL PROTECTED] To
N.AF.MIL> arslist@ARSLIST.ORG
Sent by: "Action cc
Request System
discussionSubject
list(ARSList)"Re: Transaction log is full.
<[EMAIL PROTECTED]
ORG>
07/12/2007 10:52
AM
Please respond to
[EMAIL PROTECTED]
RG
This is a multi-part message in MIME format.
--_=_NextPart_001_01C7C494.39F6FAB3
Content-Type: text/plain;
charset="us-ascii"
Content-Transfer-Encoding: quoted-printable
If you don't have a good SQL maintenance plan in place, the transaction
log just grows and grows and grows over time. The transaction log can
grow quite a bit if you run, say, an escalation or filter that modifies
1000s of records. Then do that a few days a week, and in no time the
transaction log is huge.
=20
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of DJHuang
Sent: Thursday, July 12, 2007 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Transaction log is full.
=20
** Hi,
Regarding to this transaction log full issue, it is not how you
truncate the transaction log file but how the transaction log file=20
got full that interests me. We have a v7 ARS server with IM, PM, CM,
SLM, CMDB, EIE for SQL installed.=20
After about 6 months running, we hit the same situation. There are
about 2 incident tickets in the db and=20
2000 contact information replicated/updated nightly. It end up with a
more than 100GB transaction log file. =20
Does anyone know what kind of behavior would generate a log file so
large?
Thank you.
DJHuang
2007/7/12, Broyles Robert K Mr CTR USAF 96 CS/SCCE <
[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
>:
Thanks Joe. I went back and reread the SQL books online and say that my
syntax was wrong. I didn't need to specify TRUNCATEONLY if I pass it a
file size.
Rob
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
the Answers Are"
__20060125___This posting was submitted with HTML in
it___=20
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
the Answers Are"
--_=_NextPart_001_01C7C494.39F6FAB3
Content-Type: text/html;
charset="us-ascii"
Content-Transfer-Encoding: quoted-printable
**
http://www.w3.org/TR/REC-html40";>
<!--
/* Font Definitions */
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal,
li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman";}
a:link, span.MsoHyperlink
{color:blue;
text-decoration:underline;}
a:visited,
span.MsoHyperlinkFollowed
{color:blue;
Re: Transaction log is full.
Welton, We have a script that runs nightly on our database that contains the following: backup log ARSystem with truncate_only dbcc shrinkfile(ARSystem_log) This script follows our nightly database backup job. HTH, Joe Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union Welton Bryant <[EMAIL PROTECTED] S-SHAREDSERVICES. To COM> arslist@ARSLIST.ORG Sent by: "Action cc Request System discussionSubject list(ARSList)"Transaction log is full. <[EMAIL PROTECTED] ORG> 07/12/2007 09:25 AM Please respond to [EMAIL PROTECTED] RG This is a multi-part message in MIME format. --_=_NextPart_001_01C7C488.1F8D7B7B Content-Type: text/plain; charset="US-ASCII" Content-Transfer-Encoding: quoted-printable =20 Hello, =20 Can any SQL guru's tell me how to fix this? Thanks =20 =20 The transaction log for database 'ARSystemdev' is full. To find out why space in the log cannot be reused, see the log_reuse_wait_desc column in sys.databases =20 Welton Bryant MCSE,MCP=09 Sr. Business Applications Analyst=09 CareTech Solutions Inc.=09 248-823-0341 Office=09 313-408-5188 Cell=09 800-428-4781 Pager=09 [EMAIL PROTECTED] =09 www.caretechsolutions.com <http://www.caretechsolutions.com/> =09 =20 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" --_=_NextPart_001_01C7C488.1F8D7B7B Content-Type: text/html; charset="US-ASCII" Content-Transfer-Encoding: quoted-printable ** Hello, Can any SQL=20 guru's tell me how to fix this? Thanks The=20 transaction log for database 'ARSystemdev' is full. To find out why = space in the=20 log cannot be reused, see the log_reuse_wait_desc column in=20 sys.databases Welton Bryant=20 MCSE,MCP Sr. Business=20 Applications Analyst CareTech=20 Solutions Inc. 248-823-0341 Office 313-408-5188 Cell 800-428-4781=20 Pager mailto:[EMAIL PROTECTED]">[EMAIL PROTECTED] aredservices.com=20 http://www.caretechsolutions.com/";>www.caretechsolutions.com=20 __20060125___This posting was submitted with HTML in it___ --_=_NextPart_001_01C7C488.1F8D7B7B-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Server Logging
Hello listers, I have a question which I cannot find an answer to. One of the features touted in ARS version 7 is the ability to use workflow to turn on and off logging on the server side. But there's no documentation on this that I can find. On our test server I approached this issue in what I saw was the obvious method: create an escalation that modified a record in the AR System Administration: Server Information form. That didn't work. I haven't had luck with support as I was referred to a KB article (KM-00010172) which dates back to the version 5 days and which offers one of two solutions: swapping ar.cfg files or using a utility called driver. Maybe I'm wrong but to me this KB doesn't address what I am asking. Can anybody shed some light on this? I'm missing something. Appreciate the help. Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ARERR 9093
Claire, Your syntax is correct but that config option will suppress server warnings and notes only (this from the Configuring AR System reference). We use it to suppress a warning message, which is great, but I guess errors are still meant to get through. HTH, Joe Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union Shawn Rosenberry <[EMAIL PROTECTED] IL.COM>To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: ARERR 9093 ORG> 06/26/2007 03:34 PM Please respond to [EMAIL PROTECTED] RG --=_Part_8496_21957072.1182886485047 Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Transfer-Encoding: 7bit Content-Disposition: inline Claire, Its been a while but shouldn't the entry read "Suppress-Error: 9093"? Regards, Shawn On 6/26/07, Sanford, Claire <[EMAIL PROTECTED]> wrote: > > Is there any way to stop this from filling up my arerror.log ??? > > 390620 : User is currently connected from another machine (ARERR 9093) > > I tried adding "Suppress-warnings: 9093" to my ar.cfg file, but it still > happens. > > Thanks! > > > ARS 6.3 Patch 18 > HD 6.0 > Oracle 10 w/9 libraries > Oracle lives on a remote server > Windows 2003 4 gig on app server and 8 gig on DB server > > > > Claire Sanford > Information Systems Division > Memorial Hermann Healthcare System > Phone: 713 448 6035 > [EMAIL PROTECTED] > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" --=_Part_8496_21957072.1182886485047 Content-Type: text/html; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline ** Claire, Its been a while but shouldn't the entry read "Suppress-Error: 9093"? Regards, Shawn On 6/26/07, Sanford, Claire <mailto:[EMAIL PROTECTED] ">[EMAIL PROTECTED]> wrote: Is there any way to stop this from filling up my arerror.log ???390620 : User is currently connected from another machine (ARERR 9093) I tried adding "Suppress-warnings: 9093" to my ar.cfg file, but it stillhappens.Thanks!ARS 6.3 Patch 18HD 6.0Oracle 10 w/9 librariesOracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB serverClaire SanfordInformation Systems DivisionMemorial Hermann Healthcare SystemPhone: 713 448 6035mailto:[EMAIL PROTECTED]"> [EMAIL PROTECTED]___UNSUBSCRIBE or access ARSlist Archives at http://www.arslist.org";>www.arslist.org ARSlist:"Where the Answers Are" __20060125___This posting was submitted with HTML in it___ --=_Part_8496_21957072.1182886485047-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
This isn't an ad either, but I echo the sentiments regarding Column support. I have been very happy with them from the start. They are much more responsive and helpful than what I saw coming out of BMC recently. >From my conversations with the support staff, the attitude and feel I received was more of working and listening to the customer to find a solution rather than just to issue a canned answer or "send us your logs" response. We also have had some of their developers on-site for 1 to 2 month projects. They've been pretty solid and diligent in their work. I haven't had training from them so I cannot comment. I will say that a class I took from BMC last year on the CMDB seemed to be straight from the book with little additional info. Then again, at the time there was probably little anecdotal info from the field that could have been thrown in to supplement the classroom instruction. Can't say it was a waste of time but I usually would leave Remedy training with more info than expected. Overall, we've been satisfied with Column. Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union Dan Caissie <[EMAIL PROTECTED] M> To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: BMC Rant ORG> 06/13/2007 09:00 AM Please respond to [EMAIL PROTECTED] RG We use Column support and when I put a support request in I will get a call the same day and most times if I call there support center I will talk to someone right then and there. Now there have been times when I did get a call back by someone that was not up to par and I did talk to there support lead and he did note down my concerns and even one time he jumped on a call to make sure everything went smoothly. One time I was in training at there main office and our system had a major problem and they were dealing with my backup that had very little knowledge with Remedy but they worked with him and they let me go into there support center during lunch to help out, they were on the call all day long to correct the problem and with multiple people. I have also worked with there onsite developers and they are great people (Mario) =20 I would have to agree partly with the training as it was for the most part just out of the book and a few calls were made anytime there was a question. This is not an AD :) Dan Caissie UNFI -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Philip, Saji L Sent: Tuesday, June 12, 2007 10:23 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant Dave, =20 Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. =20 =20 I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. =20 =20 =20 =20 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant =20 I know o
Re: Diary Field Issue
Mike, We had this happen the other day. Turned out that the vertical size of pop-up window containing the Diary Editor and Diary History fields was too small...we could see the labels Diary Editor and Diary History, but that was it. Apparently the end-user reporting the problem somehow resized the vertical settings of the window in a previous session to where both fields "disappeared" and had the same problem you report in a subsequent session. I can't see your screen shots but I'll bet that click-dragging with your mouse to increase the vertical size of the pop-up will solve the problem. Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union Bruce Scott <[EMAIL PROTECTED] ART.COM> To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: Diary Field Issue ORG> 06/08/2007 10:32 AM Please respond to [EMAIL PROTECTED] RG This is a multi-part message in MIME format. --_=_NextPart_001_01C7A9D9.D7A0D903 Content-Type: text/plain; charset="US-ASCII" Content-Transfer-Encoding: quoted-printable I've seen things like this before where the .arf files have become corrupt. try deleting the *.arf and *.arv files from the system used for the demonstration, especially if no one else is seeing that issue. =20 Bruce =20 =20 _ =20 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kendhammer, Mike Sent: Friday, June 08, 2007 7:24 AM To: arslist@ARSLIST.ORG Subject: Diary Field Issue **=20 Happy Friday! =20 A user of mine traveling overseas was trying to do a demonstration of our custom help desk app. When she clicked on the button to expand the diary field (Activity Log) to the dialog box, neither the Diary History nor the Diary Editor fields were visible. I have never seen this happen before. =20 I have attached screen shots of both the Diary Field dialog box in question and a normal view. =20 =20 The user was using the 7.0.1 patch 002 User Tool. I don't have the OS info yet, but believe it is Windows XP. =20 Other specs... ARS 6.3.0 patch 20 Oracle 9i HP-UX 11i =20 Any ideas what maybe causing this? =20 Thanks! Mike __20060125___This posting was submitted with HTML in it___=20 #= The information contained in this electronic mail message, including atta= chments, if any, is PetSmart confidential information. It is intended on= ly for the use of the person(s) named above. If the reader of this messa= ge is not the intended recipient, or has received this message in error, = you are hereby notified that any review, dissemination, distribution or c= opying of this communication is strictly prohibited. If you are not the = intended recipient or have received this message in error, please notify = the sender via e-mail and promptly delete the original message. #= ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" --_=_NextPart_001_01C7A9D9.D7A0D903 Content-Type: text/html; charset="US-ASCII" Content-Transfer-Encoding: quoted-printable ** <= SPAN=20 class=3D302403014-08062007>I've seen things like this before where the .a= rf files=20 have become corrupt. try deleting th
Re: New Support Policy?
Here's another endorsement...but for ColumnIT. We switched to them late last year and I have to say that the change has been noticeable from our end. In the last year we had support from BMC, the quality of assistance had been uneven at best: sometimes getting support staff who was pretty knowledgeable, and other times getting support staff who seemed to have been a recent "grad" of the Admin class that would provide what appeared to be canned responses to questions (in one case the response did not directly answer the question posed...after repeated attempts for a response on point I had to go to management to get the information I was seeking). Naturally, I had no idea what we were getting into by engaging Column. I have to say I've been pretty pleased. They have been responsive; they don't rely on the crutch of "send us your log files"; they call back; if need be they will set up a WebEx session and walk through various steps to troubleshoot a problem (I had them on for an hour and a half in one instance...they were very patient in their approach). Overall, we've been happy. Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union Vienna, Virginia Susan Palmer <[EMAIL PROTECTED] L.COM> To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject <[EMAIL PROTECTED] Re: New Support Policy? ORG> 04/19/2007 02:57 PM Please respond to [EMAIL PROTECTED] RG --=_Part_58343_509886.1177009053768 Content-Type: text/plain; charset=WINDOWS-1252; format=flowed Content-Transfer-Encoding: quoted-printable Content-Disposition: inline Now that is a 'customer' endorsement. The kind that counts. Not only are they paying, but they are using! Don't get caught up in the partner sell jobs. This is the type of information you need to base your choices on. Susan On 4/19/07, Ben Cantatore <[EMAIL PROTECTED]> wrote: > > ** > I would recommend TuringSMI support at this point and time. I've been > working with them since October 2006. My first opinion of them was what = the > hell did my boss get us into. I was used to the excellent support I used= to > get from BMC, coupled with the fact that ITSM was (and still is) buggy an= d > relatively few people were familiar, much less expert in it. Since those > early days, Turing has hired some quality individuals (many familiar name= s > from ARSlist) and I believe worked on their internal communications. I > still think they have a bit more growing pains to work out but they've do= ne > an execellent job of turning around their support. > > > > > > > *"Wilson, Bruce B" <[EMAIL PROTECTED]>* > Sent by: "Action Request System discussion list(ARSList)" < > arslist@ARSLIST.ORG> > > 04/18/2007 02:10 PM Please respond to > arslist@ARSLIST.ORG > >To > arslist@ARSLIST.ORG cc > Subject > New Support Policy? > > > > > ** > The trail is becoming more twisted=85 > > Apparently, when you now call the BMC support center with a new issue, yo= u > no longer speak to a support technician. > Instead, you speak to someone who takes some cursory notes and creates a > ticket for you. > Basically, it is the same thing as if you were to go online via Remedy > support and create your own ticket. > > I remember previous to this, you got someone who could not speak very goo= d > English and would attempt to solve
Post 7.0.01 Upgrade Problem
Here is our environment: Server OS: Windows 2003 ARS Version: 7.0.01 patch 001 On 3/18, we upgraded from version 6.3, patch 20. These first two weeks in production of the new server software we've been experiencing degradation of server performance. At first, it was barely noticeable as we perform actions such as submits, queries, and making changes to an active link or filter. But the gradual degradation eventually reached the point where twice last week and once this week (3/21, 3/23, and 3/27) the Remedy server service crashed and we were forced to reboot the server. Several observations: 1. There hasn't been any critical changes to any workflow. The reference above to changing an active link or filter was merely turning it on or off to test response times upon saving. 2. Just before the 3/21 crash, the memory used by the ARServer service was in the high 400 MBs and for the ARPlugin service it was in the 120MB range. Following a restart of the ARService it shrunk down to 382 MB and 23 MB, respectively. In the time that followed both services began to grab more and more memory with similar memory usage levels just before the other two crashes. We did not see this in our production environment before the upgrade. Additionally, our test and dev environments, which are duplicates of production, are also stable. 3. The arerror.log is recording the following at crash time: "Fri Mar 23 08:38:41 2007 390695 : AR System server terminated -- fatal error encountered (ARNOTE 21) Fri Mar 23 08:38:41 2007 390695 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Fri Mar 23 08:38:41 2007 0xe06d7363" 4. Additionally, the MS Server Event Logs for our production server has a recurring Application Error message, which varies a bit, but is relatively consistent in language, and has persisted since the upgrade to 7. An example of the message is as follows: "Faulting application arplugin.exe, version 7.0.1.1, faulting module arfcbdata.dll, version 5.6.0.0, fault address 0x56ea. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp."; We have been in contact with support on this. We have a temporary fix in place that will automatically recycle the arserver process during the overnight hours. Has anybody else run into this? I appreciate your help. Joe Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
